Contact Center Team Lead

2 days ago

Taguig, National Capital Region, Philippines Lewis Personnel Management Full time

The Contact Center Team Lead role involves managing team performance, handling escalated inquiries, resolving complex issues, and ensuring customer satisfaction across multiple communication channels, such as phone, email, and chat. The Team Lead also plays a key role in training, mentoring, and motivating team members to achieve high service standards and meet organizational goals.

Key responsibilities:

  • Lead the customer service team in responding to customer inquiries promptly and professionally via phone, email, or chat, ensuring high-quality service standards are met.
  • Oversee the resolution of complex product or service issues by guiding team members through the process of clarifying customer complaints, determining root causes, and offering appropriate solutions.
  • Monitor and ensure accurate record-keeping of customer interactions and transactions by the team.
  • Enforce adherence to communication procedures, guidelines, and policies, ensuring team members follow established protocols.
  • Escalate unresolved or high-priority issues to the appropriate internal teams, ensuring timely and effective resolution.
  • Provide regular feedback to the team and management on the efficiency of the customer service process, identifying areas for improvement and suggesting solutions.
  • Stay well-informed on product knowledge, promotions, and company policies, and provide ongoing training and updates to the team to ensure they are equipped with the latest information.

Skills Required and Qualifications

  • At least 7 years of experience in customer service, with a minimum of 3 years in a Team Lead position.
  • Strong communication skills with a focus on customer centricity, ensuring clear, professional interactions with both team members and customers.
  • Proven ability to identify and resolve customer issues and complaints efficiently, with a strong focus on problem-solving and conflict resolution.
  • Team player with a positive attitude, fostering collaboration, motivation, and a supportive work environment.
  • Experience in Finance, Cards, or Banking, with a deep understanding of industry processes and customer expectations.
  • College Graduate, with relevant certifications or training a plus.
  • Must be amenable to work full onsite in McKinley West, Taguig, following AU shift hours.
  • Skilled in Root Cause Analysis with the ability to identify underlying issues and implement corrective actions.
  • Experience working with the ANZ market, understanding its unique customer needs and operational

-bn

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