Customer Service Team Lead

8 hours ago

Antipolo City, Calabarzon, Philippines beBeeCustomer Full time ₱33,500 - ₱38,500
Client Care/Service Team Lead

We are seeking a highly motivated and experienced leader to spearhead our client care/service team. The ideal candidate will have a strong background in customer service and experience in leading teams.

Responsibilities:
  • Effectively handle customer escalations and concerns via inbound/outbound calls, live chat, email, and text.
  • Provide exceptional customer service that ensures the customer feels heard, valued, and respected.
  • Resolve issues efficiently by offering corrective solutions and delivering accurate information.
  • Serve as the final point of contact for high-risk or sensitive customer cases.
  • Oversee cases involving credit holds, overdue accounts, disputes, and delinquencies.
  • Collaborate with relevant teams to assess and resolve credit-related concerns.
  • Ensure all actions align with internal credit policies and risk strategies.
  • Work closely with legal or compliance teams as needed on bankruptcy-related cases.
  • Maintain detailed records of customer interactions, escalation cases, and resolution outcomes.
  • Prepare and deliver weekly and monthly reports on escalations, credit issues, and performance metrics.
  • Coordinate with internal teams to ensure efficient case management and closure.
  • Train, support, and develop a team of escalation specialists in resolving complex customer issues.
  • Identify process gaps and implement improvements to enhance team effectiveness.
  • Track team KPIs, ensuring alignment with departmental and company goals.

This is a key role in driving business growth through exceptional customer experiences. If you are passionate about delivering outstanding customer service and leadership, we encourage you to apply.

About the Role:
  • This position requires a strong background in customer service and experience in leading teams.
  • The ideal candidate will be able to effectively handle customer escalations and provide exceptional customer service.
  • You will work closely with internal teams to ensure efficient case management and closure.
  • This role offers opportunities for growth and development in a dynamic and supportive environment.

We value innovative thinkers who can drive results and exceed expectations. Apply today to join our team

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