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Lead Customer Service Specialist

2 weeks ago

Cebu City, Central Visayas, Philippines beBeeCustomer Full time ₱1,200,000 - ₱1,500,000
Job Title: Team Coordinator

As a Team Coordinator, you will be responsible for overseeing a small team of customer service staff. Your role will ensure seamless coordination across regions and alignment with service standards and business goals set by the Customer Services Manager.

Key Responsibilities
  • Manage department workload efficiently
  • Provide reports on team performance to the management
  • Motivate, coach, and support the team daily to attain targets
  • Handle customer complaints in a professional manner, ensuring satisfactory resolutions
  • Respond promptly to customer inquiries and provide product information
  • Maintain extensive product knowledge and ensure the team does the same
  • Act on customer feedback and Net Promoter Score (NPS) by engaging with the team and customers, formulating action plans for improvement
  • Oversee and assess team performance, promptly addressing training and performance issues to uphold the highest customer experience standards
  • Conduct regular one-on-one meetings and appraisals for team members, delivering constructive performance feedback and identifying development opportunities
  • Effectively manage attendance, and conduct matters in accordance with company policies
  • Organise team briefings and meetings as necessary
Requirements
  • At least 5 years of experience in a Team Leader or Coordinator role
  • Demonstrated success in team management, including defining roles and expectations, fostering individual accountability
  • Strong computer skills, capable of multitasking effectively
  • Possesses empathy, excellent communication skills, and the ability to maintain composure under pressure
  • Proven track record in achieving KPIs and targets
  • Able to collaborate with a small, growing team
  • Innovative problem-solving mindset, focused on solutions
  • A proactive desire to stay hands-on within the team's daily operations
Performance Targets
  • Improve contacts handled across the team for both tickets and calls
  • Reinforce the oldest first method of approaching workload to mitigate escalations
  • Work closely one on one with UK senior team members to educate on more difficult tickets
  • Install team discipline within the working day
  • Identify and manage poor performers
  • Consider the pipeline for new team members as the need arises