Customer Service Team Lead

2 days ago

Manila, National Capital Region, Philippines beBeeCustomerService Full time ₱300,000 - ₱600,000

Job Title: Customer Service Team Lead

 

Avoiding the causes of recurring customer complaints and ensuring their long-term resolution requires a strategic approach.

 

We are seeking an experienced and proactive leader to develop, implement, and optimize our eCommerce subscription business's customer support operations.

 

The ideal candidate will have outstanding written and verbal communication skills, with a proven ability to manage complex customer interactions in a fast-paced environment.

 

Key Responsibilities:

  • Lead and train a team of customer service agents to deliver exceptional support.
  • Identify solutions to address the root cause of recurring customer issues.
  • Develop and maintain customer service standard operating procedures (SOPs) to drive efficiency and consistency.
  • Provide timely and effective support to customers via email and chat.
  • Oversee customer issues related to website functionality, account management, subscriptions, orders, and payments.
  • Manage and monitor the end-to-end order fulfillment process to ensure accuracy and timely delivery.
  • Collaborate with internal teams to align customer service strategies with marketing, product, and fulfillment initiatives.
  • Create and manage detailed performance reports using data analytics tools to identify trends and implement improvements.
  • Develop self-service resources such as help center articles and FAQs to empower customers.

 

Qualifications:

  • Bachelor's degree in Business Administration, Communications, or a related field.
  • Minimum 5 years of experience in customer service management, ideally in an e-commerce or subscription-based environment.
  • Proven leadership experience with a track record of managing and coaching customer support teams.
  • Strong technical aptitude with the ability to quickly learn new tools and platforms.
  • Proficiency in CRM systems and e-commerce platforms.
  • Experience working with Microsoft Office Suite and Google Workspace tools.
  • Analytical mindset with experience using data tools to track performance and identify areas for improvement.

 

This role requires strong leadership skills and a strategic mindset to enhance customer satisfaction and retention.

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