Customer Service Team Leader

2 weeks ago

Quezon City, National Capital Region, Philippines Intogreat Full time ₱40,000 - ₱60,000 per year

As a Team Leader in the Customer Service, reporting to
the Service Manager, you will be responsible for overseeing a team of Customer
Care Specialist to ensure the delivery of high-quality support and service
excellence. This role requires strong leadership, problem-solving skills, and a
commitment to service excellence in a dynamic customer service setting.

DUTIES AND RESPONSIBILITIES

·       Team
Leadership: Provide strong leadership by mentoring, motivating, and guiding
customer service representatives to consistently deliver outstanding customer
experiences.

·       Performance
Management: Track team performance, offer constructive feedback, and implement
targeted strategies to enhance efficiency and service quality.

·       Training
& Development: Conduct ongoing training sessions to equip team members with
the necessary skills and knowledge to effectively handle customer inquiries and
concerns.

·       Escalation
Handling: Manage and resolve escalated customer issues with a proactive
approach, ensuring timely and satisfactory resolutions.

·       Process
Optimization: Identify opportunities for process improvement and collaborate
with management to implement strategies that enhance service effectiveness and
overall workflow.

·       Data-Driven
Reporting: Prepare and present comprehensive performance reports, highlighting
key achievements, trends, and areas for development.

·       Cross-Functional
Collaboration: Partner with other departments to streamline processes, enhance
customer experience, and ensure seamless interdepartmental coordination

Requirements

QUALIFICATIONS

·       A minimum of six (6) months in the current
role as a Team Leader is required, with at least overall 2 years of
leadership experience

·       Experience in industries such as travel,
hospitality, logistics, transportation, or ride-hailing is an advantage

·       Amenable to work onsite and shifting schedule

Skills & Competencies

·       Leadership & People Management –
Ability to motivate, coach, and develop a high-performing team.

·       Problem-Solving & Decision-Making –
Strong analytical skills to address challenges and implement solutions
effectively.

·       Operational Knowledge – Understanding of
workflows, KPIs, and business objectives to drive efficiency and performance.

·       Communication & Collaboration – Strong
ability to coordinate with cross-functional teams, provide clear instructions,
and maintain transparency in operations.

·       Adaptability & Resilience – Capacity to
thrive in a dynamic environment, manage change, and handle escalations
effectively

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