Customer Service Team Lead

3 weeks ago


Metro Manila Philippines Buscojobs Full time

Customer Service Team Lead - Dayshift (Local)

Job Summary

Responsible for planning, analyzing, implementing and directing Customer Service programs and initiatives and ensures effective and efficient operational activities and provides solutions that enhance the company’s quality of transactional customer experience.

General Responsibilities
  1. Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; prepares and completes action plans; implementing customer service standards; identifying customer trends and resolving problems.
  2. Meets customer service financial objectives by forecasting requirements, preparing annual budget; scheduling expenditures, analyzing variances and initiating corrective actions.
  3. Determines customer service requirements by maintaining contact with customers, visiting operational environments, conducting surveys, benchmarking best practices and analyzing information.
  4. Improves customer service quality results by studying and evaluating processes, establishing and communicating service metrics, monitoring and analyzing results and implements changes.
  5. Maximizes customer operational performance by providing helpdesk resources and technical advice, resolving problems, disseminating advisories, warnings and new techniques for fast detection of problems and system errors.
  6. Acts and decides on all concerns, issues and problems in transactional customer experience and recommends action and resolution for concerns, issues and problems beyond his scope of authority.
  7. Defines work expectations and ensures work progress of Customer Service staff by monitoring, controlling activities, evaluating performance, enforcing discipline when necessary, and initiating career enhancement activities/programs especially designed for the staff’s career development.

Education and Experience

Graduate of Bachelor’s degree in Business Management, Business Administration, Sales, Marketing, Human Resources - Training and Development, Industrial Engineer and/or other related courses. At least five (5) years work experience preferably as a Customer Service and/or Relationship Manager. Proficient in MS Office. Highly people and service oriented. Strong collaboration, communication and interpersonal skills. Business Understanding. Customer Engagement. Resolution process.

Position Details

Job title and location details are included in the original posting; this refined description consolidates the responsibilities and qualifications for the Team Lead role.

Notes

Postings for other Customer Service roles are not included in this refined description to maintain a focused, recruiter-friendly format. If you need a multi-position listing, I can structure it as separate sections for each role.

#J-18808-Ljbffr

  • , Metro Manila, Philippines Jardine Service Centre Full time

    Jardine Service Centre Philippines is an organization fully owned by Jardine Matheson Group which is a diversified Asian-based group with unsurpassed experience in the region, having been founded in 1832. JSC is responsible for providing back-office support to the business units of Jardine Group by administrating transactional and rule-based activities. We...


  • Ortigas, Metro Manila, Philippines iSupport Worldwide Full time ₱1,200,000 - ₱2,400,000 per year

    Be a part of our fast-growing team and unchain all the possibilitiesWhat is your mission?We are looking for a Customer Service Team Lead to supervise a back-office team handling client account reconciliation and email support. The role involves ensuring service accuracy, coaching team members, analyzing service trends, and collaborating with cross-functional...


  • , Metro Manila, Philippines Buscojobs Full time

    The Service Desk Lead is responsible for leading the IT Service Desk team and ensuring the timely and efficient handling of customer-reported incidents and service requests. This role ensures SLA adherence, provides escalation support, and delivers consistent client communication to maintain high service satisfaction. The Service Desk Lead manages day-to-day...


  • , Metro Manila, Philippines Capgemini Full time

    Service Desk Team Lead Join to apply for the Service Desk Team Lead role at Capgemini . Key Responsibilities Manage and co‑ordinate day‑to‑day activities within the Service Desk. Report on SLA/KPIs and ensure services meet and exceed the SLA. Deploy staff cost‑efficiently while meeting user demands. Undertake administrative tasks: staff records,...


  • Ortigas, Metro Manila, Philippines Satellite Office Full time ₱1 - ₱2 per year

    CUSTOMER CARE TEAM LEADWork for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.WHAT IS A/AN CUSTOMER CARE TEAM LEAD?The Customer Care Team Leader is responsible...


  • Manila, National Capital Region, Philippines Lalamove Full time

    Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it Currently, Lalamove is a leading global on-demand delivery...


  • Manila, National Capital Region, Philippines LaLaMove Full time

    Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it Currently, Lalamove is a leading global on-demand delivery...


  • , , Philippines Zig Zag Offshoring Full time

    Zigzag is looking for a Customer Service Team Lead to join our team! About the role The Customer Service Team Lead is a mid-level management role in the Customer Service Team, which plays a key support role responsible for assisting in the management and oversight of the daily operations within the customer service team. This position ensures that the team...


  • , Metro Manila, Philippines Buscojobs Full time

    About the role As the Team Lead, Customer Care Center - Resolutions (Spanish Bilingual) at PHH Mortgage Corporation / Onity Group, you will oversee a team of customer service representatives who provide high-quality resolution support to Spanish-speaking customers. In this full-time, on-site role in Pasay City, Metro Manila, you will be responsible for...


  • , Metro Manila, Philippines Snappr Inc. Full time

    Overview At Snappr, we make it effortless for businesses to access high-quality visual content at scale. As the world’s leading marketplace for photography, video, and editing, we connect top creators with brands that need to tell their stories through powerful visuals. By combining cutting-edge technology with a discerning eye for creativity, we help...