Customer Support Lead

2 weeks ago

Ayala Alabang, National Capital Region, Philippines Luce Full time ₱582,000 - ₱702,000 per year

We're a Singapore-based service platform looking for a 
Customer Support Team Lead
 to join our team in Muntinlupa City As one of Financial Times Singapore's fastest growing companies, we offer competitive benefits, growth opportunities, personalized mentorship, and a great working culture.

The Company:

Luce SG is a tech-powered services provider for residential and commercial needs for customers in Singapore. Our services include part-time maid services, ad hoc home cleaning, office cleaning and commercial facilities services, aircon servicing, home mani/pedis, deep cleaning, and more. Our mission is to give our customers a great day, and we're doing so by building a platform where they can get the help, they need all in one place.

We're looking for people who want to be part of this mission. If you're looking to build your career, achieve your goals, and realize your full potential - come and join us.

The Position: We're looking for a Customer Support Team Lead

Compensation and Benefits

· Monthly salary PHP 48,500 – 58,500

· Annual 13
th
Month Pay

· Annual performance bonus from 0-2 salary, with the company average being 1 Month

· Company bonus depending on the Company growth

· Work from home credits per quarter

· Full contribution to Government pension plans

· days of Annual Leave, with an additional day per year served up to 16 days

· days of Outpatient Medical Leave

Responsibilities:

  • Ensure excellent service standards and maintain high customer satisfaction
  • Handle customer complaints by clarifying the issues, determining the cause of the problem, selecting and explaining the best solution to solve the problem, and following up to ensure resolution.
  • Provide accurate, valid, and complete information by using the right methods/tools
  • Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments
  • Escalate advanced cases to the SG Operations team for resolution by providing necessary background information
  • Propose modifications for the work duties of executive staff to increase work efficiency, decrease human error and align the executive's work duties with other departments
  • Track changes in work processes and periodically update standard operating procedure manuals
  • Research pricing and service trends of national and international competitors
  • Create plans for implementing business strategies
  • Understand and shape the company's strategy and mission, including assisting in the planning of growth and development for specific departments
  • Assess the company's operational and strategic performance
  • Align processes, resources-planning and department goals with the company's overall business strategy
  • Provide support to executive-level staff when the company undergoes significant organizational changes

Requirements:

  • Must possess a Bachelor's/College degree.
  • At least 
    2 years of working experience in a customer service Lead or supervisor. Preferably, 3 years of overall work experience.
  • Excellent written and verbal communication skills also strong English writing abilities for producing clear, concise instructions
  • Ability to foster and maintain relationships
  • Organizational skills with the ability to manage numerous projects and priorities at once
  • Strong logical thinking and reasoning ability
  • Positive, service-oriented attitude
  • Ability to Creative problem-solving skills and logical thinking ability
  • Ability to thrive in a fast-paced environment, multitasking
  • Confidence in learning and becoming proficient in new types of technology, including complicated automation technology
  • Strong ability to manage time well

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