Team Lead

7 days ago

Mabalacat, Central Luzon, Philippines Intelassist Full time ₱480,000 - ₱660,000 per year

Client: One Workforce Global
Employment Type: Full-Time Employment
Work Setup: 100% Onsite
Work Schedule: Night Shift (10:00 AM to 7:00 PM U.S. Eastern Time Zone)
Location: Clark, Pampanga
Salary Package: 40,000 to 55,000 PHP/Monthly

Postion Overview:

We seeking a highly motivated Customer Service Team Lead to guide and support our Customer Service Associates. In this role, you'll oversee daily operations, provide real-time escalation support, and ensure the team consistently delivers exceptional service across phone, email, and live chat. You'll also play a key role in driving sales performance through upselling, cross-selling, and coaching the team to identify opportunities that enhance both customer experience and revenue. If you're passionate about leadership, customer care, and building customer relationships that translate into results, we'd love to meet you.

What You'll Do:
  • Lead, mentor, and coach a team of Customer Service Associates.
  • Ensure service standards, performance targets, and sales/upselling goals are met or exceeded.
  • Handle escalated customer concerns with professionalism and urgency.
  • Monitor and manage call, email, and chat queues to maintain efficiency.
  • Coach team members on identifying sales opportunities, upselling, and cross-selling techniques.
  • Analyze team performance and recommend process improvements that enhance both service quality and revenue growth.
  • Collaborate with other departments to resolve customer issues and improve workflows.
  • Support training, onboarding, and development of team members in both service and sales functions.

Job Requirements

  • 2–3 years of proven leadership experience in a customer service and sales-driven environment, with broad knowledge and ideas to drive sales growth and increase revenue.
  • Demonstrated ability to coach effectively, manage performance, and resolve team-related challenges.
  • Experience driving sales performance through upselling, cross-selling, or retention initiatives in a contact center setting.
  • Strong operational knowledge of customer service functions (phone, email, chat).
  • Independent, proactive, and capable of making sound decisions in fast-paced situations.
  • Excellent communication and interpersonal skills, with a track record of motivating and developing others.
  • Familiarity with customer service systems/CRMs and reporting tools.

WHY INTELASSIST?
We grow together. We value your effort. We aim to empower you.

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