Customer Support Team Lead

3 weeks ago

Davao City, Philippines Neo Group Full time

We're on the lookout for a vibrant and enthusiastic English Speaking Customer Support Lead on behalf of our partners. If you're passionate about customer service, fluent in English, and ready to make a significant impact, this is the perfect role for you Main task is to manage English-speaking team members and control + improve the quality of conversations with the customers via the mail channels (chat + email + call) Your Role: Lead and mentor a team of customer support representatives, fostering a positive and high-performance culture. Handle customer inquiries via phone, email, and chat, ensuring timely and accurate responses. Maintain detailed records of customer interactions and issues, ensuring follow-up and resolution. Identify trends and areas for improvement in customer service processes. Collaborate with other departments to ensure a seamless customer experience. Assist in the development and implementation of customer support strategies. Requirements: Working experience in Customer Support/ Service / Call Center Understanding the key metrics for a customer support team (team and personal metrics): CSAT, SLA, FRT + NRT, HT, NPS and so on Familiarity with tools such as Intercom, Slack, Google Workspace Excellent writing and speaking skills (English) Strong understanding of customer service operations, including ticketing systems, live chat, email, and phone support Analytical mindset with the ability to interpret CS performance metrics and implement improvements Strong problem-solving skills and the ability to handle escalations professionally Excellent communication and interpersonal skills, with fluency in English (additional languages are a plus) Preferred Qualifications (not mandatory): Experience working with global teams across different time zones Benefits: Remote work opportunity Flexible working schedule Salary and bonuses based on your performance Learning opportunities Career growth prospects #J-18808-Ljbffr

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