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Customer Service Team Leader

1 week ago

Angeles City, Central Luzon, Philippines SuperStaff Full time

Job Description

SuperStaff is seeking a highly skilled and experienced Customer Service Team Leader to join our team. As a key member of our operations department, you will be responsible for leading a dynamic team to provide exceptional customer service to our clients.

Key Responsibilities:

  • Supervise and motivate a team of customer service representatives to achieve high levels of performance and customer satisfaction.
  • Ensure timely and accurate updates are provided to the team members regarding customer interactions.
  • Making decisions regarding issues that arise in the entire program that supports customer care and its analysis.
  • Notify the project supervisor and ops team of any abnormalities in operations.
  • Provide support and share best practices with team members to maintain high standards and work efficiency.
  • Take inbound calls or digital contacts to support operations and handle escalation cases through outbound calls.
  • Participate in providing insights on the quality and efficiency of improvements.
  • Ensure all team members are actively involved and closely work to achieve team and individual KPIs.
  • Provide insights on issues related to the knowledge base and system/tools.
  • Submit activity reports as a team performance report and insights from the operation team on a daily, weekly, and monthly basis.

Requirements:

  • Ability to multitask and adapt to a constantly changing environment.

Preferred Qualifications:

  • Excellent oral, written, and interpersonal communication skills.
  • Ability to effectively manage cross-functional projects with a strong customer-service oriented mindset.