Customer Service Team Leader

1. Team Supervision and Support

Expectation:

● Supervise and manage the CS team's operations for the assigned brand to ensure

alignment with company standards (SOP).

● Provide guidance in resolving immediate issues, such as handling complex customer

inquiries.

● Motivate and encourage the team to perform efficiently.

Measurement:

● Daily team performance reports (number of resolved cases, customer satisfaction).

● Efficiency in responding to and resolving customer issues within the required timeframe.

1. Performance Monitoring and Reporting

Expectation:

● Monitor individual and team KPIs, such as response times, resolved cases, and

customer complaints.

● Submit regular performance reports to the Manager, including operational summaries

and issues encountered.

Measurement:

● Timely submission of reports with complete and accurate information.

● Clear identification of problems and recommendations for improvement.

1. Customer Complaint Resolution

Expectation:

● Handle escalated customer issues that the CS team cannot resolve, coordinating with

departments like Finance when necessary.

● Provide timely and accurate solutions to customer concerns.

Measurement:

● Time taken to resolve critical customer issues and customer satisfaction levels.

1. Scheduling and Time Management

Expectation:

● Plan work schedules and shifts to match periods of increased workload.

● Address issues related to absenteeism, lateness, or understaffing to ensure smooth

operations.

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Measurement:

● Accuracy and completeness of work schedules and uninterrupted customer support.

● Reduction in workforce shortages within the team.

1. Communication and Internal Coordination

Expectation:

● Act as a bridge between the Manager and the CS team, communicating policies,

updates, or arising issues effectively.

● Coordinate with other departments to resolve urgent issues, such as system disruptions

or promotional updates.

Measurement:

● Accuracy and completeness of relayed information to the team.

● Timely resolution of issues through cross-department coordination.

1. Quality Assurance and Service Improvement

Expectation:

● Monitor team performance, such as customer conversations, and provide feedback for

improvement.

● Advise the team on ways to enhance service quality.

Measurement:

● Improved Quality Assurance (QA) scores.

● Increased feedback implementation and positive changes in team performance.

1. Support for Promotions and Campaigns

Expectation:

● Ensure the CS team accurately communicates promotional details and campaign

information to customers.

Measurement:

● Reduction in errors when communicating promotions to customers.

1. Crisis Handling

Expectation:

● Manage urgent issues such as system outages or sudden increases in customer

complaints.

● Report problems to the Manager with proposed initial solutions.

Measurement:

● Response time in resolving crises.

● Effectiveness in coordinating and controlling the situation.

1. Daily and Weekly Reporting

Expectation:

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● Prepare operational reports, including key challenges, performance summaries, and

team achievements.

● Communicate regularly with the Manager to update ongoing situations.

Measurement:

● Completeness and accuracy of submitted reports.

● Identification of problems and clear proposed solutions.

Work Hours and Flexibility:

● Work 12-hour shifts (rotational shifts) with a 2-hour break per day.

● Be available to work overtime in case of emergencies.

Work from Home

Requirements :

● Location: WFH

● Working Hours: 12 hours per day, ability to work in shifts.

● Education: High school diploma or equivalent.

● Technical Skills:

○ Proficiency in using computers and Microsoft Office Suite.

○ Familiarity with Google Workspace (Sheets, Drive, Gmail, etc.).

● Language Skills: Must be fluent in English, both spoken and written.

● Typing Speed: Minimum typing speed of 60 words per minute.

● Communication Skills:

○ Excellent verbal and written communication skills, effective in both team

management and customer issue resolution.

● Experience:

○ Experience in customer service or a related field.

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● Personal Attributes:

○ Strong problem-solving skills, capable of handling complex customer issues.

○ Highly reliable and responsible, demonstrating strong work ethics and integrity.

○ Eager to learn and grow professionally.

● Condition:

○ Nationality: Must be a Filipino citizen.

Job Type: Full-time

Pay: Php30, Php50,000.00 per month

Work Location: Remote