Customer Service Team Lead

11 hours ago

Pasay, National Capital Region, Philippines beBeeGuestExperience Full time ₱3,000,000 - ₱4,500,000
Job Title: Guest Experience Manager

Job Overview

Create a lasting impression of excellence for our guests by effectively managing a team of specialists and promptly resolving in-the-moment issues.

The Role
  • Oversee the performance of 3-10 guest experience specialists to ensure exceptional service delivery during each shift.
  • Work varied schedules, including weekends, while maintaining a healthy work-life balance.
  • Be accountable for meeting key performance indicators (KPIs) with your team and direct reports, striving to achieve objectives for productivity, efficiency, and quality.
  • Manage guest communications and personalized service via phone, SMS, WhatsApp, chat, and email.
  • Resolve escalated guest issues efficiently and to mutually beneficial outcomes.
  • Support trust and safety tasks, contribute to policy adherence, and implement new technologies.
  • Ensure system adherence, oversight, and process documentation.
  • Schedule team shifts for 24/7 coverage aligning with issue volume and specialist availability.
Requirements
  • At least 3 years of experience in the service industry.
  • 2+ years of management experience managing a customer service team or call center.
  • Effective communication and organizational skills, including analytical, strategic, and collaborative abilities.
  • Demonstrated ability to write standard operating procedures (SOPs) and provide process improvements.
  • Independence in handling routine GX workflows and maintaining a bird's-eye-view.
  • Reliability, punctuality, and follow-through on commitments.
  • Proactivity, decisiveness, and calm under pressure.
  • A lighthearted team player committed to uplifting coworkers and colleagues.
  • Fearless handling of guest issues with a positive demeanor.
  • Eagerness to learn new systems and platforms in a dynamic environment.

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