Customer Service Lead

3 days ago

Manila, National Capital Region, Philippines CLICKTEK CONSULTING INC Full time ₱300,000 - ₱600,000 per year

Location: Remote - Philippines (Manila-based preferred)

Employment Type: Full-Time

About the Role:

Clicktek Consulting Inc. is hiring a Customer Service Lead to support a global health and wellness client. This leadership role is ideal for candidates with proven experience in customer service operations and team supervision. You will help oversee and guide a team of Customer Service Admins, manage workload allocation across support channels, monitor performance KPIs, and escalate critical customer concerns with care and urgency. You will work closely with North American/Australian stakeholders and ensure service excellence across distributed teams.

Key Responsibilities:

  • Supervise and mentor a team of Customer Service Admins
  • Oversee day-to-day queue management: email, live chat, and social monitoring
  • Assist in onboarding and training of new hires
  • Audit team schedules, time clock punches, and absentee records
  • Support performance tracking: call/chat volume, outreach outcomes, and SLA adherence
  • Act as an escalation point for urgent customer issues
  • Contribute to process documentation and continuous improvement initiatives
  • Collaborate with global counterparts to ensure seamless customer engagement
  • Maintain system knowledge across ERP, CRM, and ecommerce platforms
  • Promote a collaborative and professional team culture

Qualifications:

  • Bachelor's degree preferred
  • 3+ years in a customer service leadership
  • Strong experience with Microsoft Office/Excel, ERP systems (D365), and CRM tools (Salesforce), Ticketing tool, Order Management.
  • Plus Factor: D365 FinOps, Commercetools, Shopify
  • Excellent English communication skills (written and verbal)
  • Strong problem-solving and coaching ability
  • Experience supporting or managing KPIs and team reporting
  • Comfortable working remotely with cross-functional international teams

Why Join Us?

  • Work-from-home setup with opportunities for occasional in-person training in Manila
  • Exposure to global service standards
  • Be part of a values-driven company culture focused on people, growth, and innovation

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