Customer Service Team Lead

6 days ago


Manila, National Capital Region, Philippines CarParts (Philippines) Inc. Full time
Job Overview

The Team Lead will manage and lead a group of employees, providing support, motivating, coaching, and assessing the agents' performance. This role entails performing a range of duties that will help management in hiring and training, managing day-to-day operations, handling customer escalations, and providing customers' vital voice for process improvements.

Key Responsibilities
  • Provide real-time support to agents, promptly addressing inquiries and effectively managing escalations.
  • Monitor the performance of each team member & ensure to meet the required metrics.
  • Assist agents & find resolution for customer-related issues/concerns.
  • Responsible for maintaining the expected Service Level of their respective group, ensuring that customer issues are addressed.
  • Responsible for identifying customer and agent's pain points, challenges, and opportunities to improve and manage efficiencies.
  • Escalate issues that impact productivity and efficiencies with an action plan in mind.
  • To represent the company to customers with integrity & exhibit professionalism.
  • Facilitate in the training and coaching sessions to improve agent's performance.
  • Follow the standard PCI DSS compliance policy.

Requirements
  • Relevant bachelor's degree or college level with an equivalent combination of education and work experience required.
  • Excellent English communication skills - verbal and written.
  • Basic car parts knowledge is an advantage.
  • At least one (1) year of working experience in the sales/customer service is required.
  • Exceptional communication and interpersonal skills.
  • Strategic thinker and innovative teaching/training skills.
  • Highly organized, methodological, and analytical.
  • Ability to design and execute successful training programs.
  • Strong writing skills to conceptualize training materials.
  • Strong ability to work well in a team environment through collaboration.
  • Detail-oriented, deadline-driven, and able to manage projects/task simultaneously.
  • Flexible and can multi-task.
  • Willing to work on a shifting schedule.
  • Willing to work in a fast-paced environment.


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