Customer Service Team Lead

Position Title: Customer Service Team Lead

Location: Taytay, Rizal

Work Setup: Full-Time | Night Shift (U.S. Hours)

Industry: Student Loans / Customer Service

Position Overview

The Customer Service Team Lead ensures that the departmental KPIs are met, spot checks reps, keeps up to date with department-related updates, and enforces the daily task timeline of the customer service representatives. In addition, tracking and coaching reps will take place, and daily reports will be submitted tracking rep performance.

• Ensure that customer service representatives respond to customer and inter-departmental business needs through voice and non-voice channels.

• Ensure that customer service representatives resolve customer questions and issues in a timely fashion

• Ensure that customer service representatives send outbound notifications to customers when needed or requested by management or inter-departments

• Ensures confidentiality of customer and internal information /data

• Ensure that customer service representatives project/build a good relationship with the client to work out resolving the client's needs/requests/demands while meeting company standards

• Ensure that customer service representatives meet key performance targets with 100% compliance with standard operating procedures set by management

• Work to build customer confidence in the services we provide

• Ensure that customer service representatives only give accurate information

• Ensure that customer service representatives, when applicable, promote opportunities for additional products and services and

• Such additional work may be required by the employer occasionally under the terms and conditions, and according to the directions, instructions, and control of the employer.

• Check voicemails daily at the beginning of each shift and refer messages to the proper rep.

• Ensures that all updates are cascaded to the department

• Ensures that customer service representatives adhere to the communication and workflow accordingly

• Ensures that end-of-day reports are submitted to help determine whether the KPIs are met

• Ensures that proper tools are provided to the department to help meet the key performance targets

• Listens to live calls and recordings to determine the quality of the call and provide coaching sessions for further improvement

• Monitor and record team attendance, address attendance-related concerns, and provide necessary coaching and documentation.

Team Management:

• Supervise, coach, and motivate a team of customer service representatives.

• Conduct regular team meetings to discuss goals, share updates, and provide training.

• Set performance targets, track progress, and provide feedback to team members.

• Handle escalated customer inquiries or complaints and assist team members in resolution.

Quality Assurance:

• Monitor and evaluate calls, emails, or chats to ensure service quality and adherence to company policies and procedures.

• Develop and implement strategies to improve customer service performance.

Training and Development:

• Provide ongoing training and support to enhance the skills and knowledge of team members.

• Identify training needs and organize relevant training sessions or workshops.

• Create and update training materials or manuals as needed.

Reporting and Analysis:

• Generate and analyze reports to assess team performance and identify areas for improvement.

• Utilize data to make informed decisions and implement strategies to enhance customer satisfaction and efficiency.

Collaboration:

• Liaise with other departments (such as Sales/Processor/QA/Management) to address customer issues and improve processes.

• Collaborate with management to develop and implement customer service strategies aligned with company goals.

Additional Task

• Responsible for checking and uploading documents from Hello fax.

Qualifications

• Minimum of 3 years' experience in Customer Service, with at least 1 year in a supervisory or team lead role.

• Proven ability to lead, coach, and develop a team in a fast-paced environment.

• Excellent communication and interpersonal skills.

• Strong analytical and problem-solving abilities.

• Proficient in Microsoft Office applications and CRM or customer service software.

• High attention to detail and strong organizational skills.

• Ability to handle multiple tasks and prioritize effectively.

• Demonstrates professionalism, accountability, and integrity at all times.

• Flexible, adaptable, and able to work with minimal supervision.