Service Delivery Specialist

5 days ago

Manila, National Capital Region, Philippines beBeeLeadership Full time ₱2,000,000 - ₱2,500,000
Customer Service Team Lead

The Customer Service Team Lead is a critical role in ensuring high-quality service delivery. They oversee daily operations, provide guidance and training, handle escalated issues, monitor performance metrics, and foster a positive team environment to enhance customer satisfaction and achieve business goals.

This role requires strong leadership and communication skills, as well as the ability to prioritize tasks effectively and manage multiple projects simultaneously.

Key Responsibilities:
  • Handle critical and escalated concerns from the agents until they are resolved.
  • Provide immediate assistance to agents in handling complex concerns.
  • Ensure that agents are engaged and properly trained to perform their day-to-day tasks.
  • Coordinate closely with support units (Training, CX, WFM) for support-related requests to address these concerns.
  • Report regularly to senior management and perform other functions as deemed necessary.
Requirements:
  • At least 3-6 years of work experience in Customer Service, preferably in a Banking or Finance setup.
  • At least 2-4 years of work experience supervising or managing junior team members.
  • Bachelor's degree in a related field is highly valued.
  • Strong time management and prioritization skills are essential for success in this role.
  • Ability to handle different hierarchies of stakeholders and communicate effectively with them.

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