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Team Lead for Remote Support

2 weeks ago

Cebu City, Central Visayas, Philippines Neksjob Philippines Full time

Job Title: Team Lead for Remote Support

Company Overview: Neksjob Philippines is a leading company in the industry, providing exceptional customer service to our clients. We are seeking an experienced Team Lead for Remote Support to join our team.

Job Summary: The Team Lead for Remote Support will be responsible for managing a team of customer service representatives, ensuring high-quality service delivery and process improvement across all customer touchpoints. They will oversee the daily activities of the team, ensuring effective response to both high-volume, low-complexity inquiries and lower-volume, higher-complexity inquiries.

Responsibilities:

  • Team Management: Manage a team of customer service representatives, ensuring high-quality service delivery and process improvement.
  • Customer Service: Provide excellent customer service in a remote support environment, handling phone, chat, or text inquiries and resolving issues in a timely manner.
  • Problem Resolution: Analyze and resolve complex customer issues that require advanced technical or non-technical support, providing solutions that maintain customer satisfaction.

Requirements:

  • Experience: Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory capacity.
  • Skills & Competencies: Strong problem-solving and analytical skills, with the ability to address complex customer issues effectively.
  • Education: High school diploma or equivalent required; Bachelor's degree preferred.