Customer Service Delivery Lead

18 hours ago

Taguig, National Capital Region, Philippines beBeeService Full time ₱800,000 - ₱1,200,000

Job Summary:


The Customer Service Delivery Lead is a vital position that focuses on providing exceptional customer service. The role requires overseeing various functions to ensure the delivery of superior services to end-users, guaranteeing that service delivery and support processes are efficient and effective.

To achieve this, the Customer Service Delivery Lead must identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. This involves wearing both administrative and technical hats, working passionately to deliver end-to-end customer-driven solutions.

Key Responsibilities:
  • Monitoring and managing end-user support, site services, and VIP support functions to ensure optimal service
  • Maintaining high performance levels for service-related processes, implementing improvement activities where necessary
  • Taking ownership of critical incidents, coordinating with resolution parties, establishing effective communication between stakeholders for post-incident reviews
  • Ensuring established global systems, procedures, and methodologies support outstanding service delivery
  • Taking accountability for service delivery performance, meeting customer expectations, driving future demand
  • Recommending methods of improvement, ensuring timely implementation for service delivery upgrades
  • Providing accurate regular reports to management on service delivery performance
  • Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
  • Building strong relationships with teams and stakeholders to facilitate effective dialogue exchange
  • Supervising End User management teams to facilitate continual improvements in the desktop environment

Job Qualifications: (Knowledge, Skills, Experience)


  • 7+ years of relevant functional experience in similar roles
  • 5+ years of experience leading physical and virtual teams in a diverse, large-scale environment
  • Exceptional customer-facing skills
  • In-depth knowledge of escalation procedures, incident management, ITIL principles
  • Expertise in people management and leadership
  • Strong organizational skills, ability to manage and prioritize tasks efficiently
  • Capacity to train and guide junior team members
  • Solid resource planning and problem-solving skills

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