Customer Service Team Lead

18 hours ago

Cebu City, Central Visayas, Philippines Datamatics Careers- Philippines Full time
Job Title: Customer Service Team Leader

At Datamatics Careers- Philippines, we are seeking a highly skilled and experienced Customer Service Team Leader to join our team.

Responsibilities:
  • Team Leadership: Lead and manage a team of Customer Support Specialists, ensuring high levels of team performance and customer satisfaction.
  • Training & Development: Conduct training sessions for new hires and provide ongoing training and development for team members.
  • Performance Management: Monitor team performance against company KPIs and SLAs; provide regular feedback, coaching, and one-on-one sessions to improve individual and team performance.
  • Quality Assurance: Oversee the quality of customer interactions, ensuring all team members adhere to company guidelines and communication standards.
  • Issue Escalation: Act as the first point of contact for escalated customer issues; resolve complex problems that require a deeper level of customer understanding and discretion.
  • Reporting: Generate reports on team performance, customer feedback, and service issues to provide to the management team for strategic planning.
  • Scheduling: Manage team schedules to ensure full coverage 24/7, including weekends and public holidays.
Requirements:
  • Minimum of 3-5 years in customer service, with at least 2 years in a leadership role, preferably in the eCommerce industry.
  • Strong leadership and people management skills; proficient in Zendesk and other CRM software; exceptional communication and conflict resolution skills.
  • Exceptional verbal and written communication skills for English language.
  • Proactive, results-oriented, with a high degree of initiative and independence.
  • Strong computer skills, proficiency navigating multiple websites and platforms.
  • Versatility, flexibility, and willingness to work within constantly changing priorities.
  • Strong attention to detail, recognizing the importance of accuracy.
  • Experience managing multiple tasks across various channels.
  • Effective at problem-solving, negotiation, and resolving conflicts in a constructive manner.
  • Maintains a customer-focused approach even under pressure.
  • Flexible availability, willing to work a rotating schedule.
  • Collaborative team player with the ability to work independently.
Qualifications:
  • Education: Bachelors degree in business administration, Communication, or a related field.
  • Experience in Retail/eCommerce Domain.
  • Lean Six Sigma/SIPOC/Kaizen training.
  • Amenable to work in Cebu.

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