Customer Service Team Lead

3 days ago

Ayala Alabang, National Capital Region, Philippines Found Business Consultancy, Inc. Full time ₱540,000 - ₱660,000 per year

Role Overview:

Customer Support Team Lead

We're looking for a Customer Support Team Lead to join our team in Muntinlupa City. The right candidate will oversee daily service operations and ensure a seamless customer experience in a fast-paced business environment. The role involves managing a team of service representatives, monitoring performance, and driving continuous improvement in service quality and efficiency. We also offer competitive benefits, growth opportunities, personalized mentorship, and a great working culture.

Core Responsibilities:

  • 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

Team Leadership & Performance

  • Supervise and guide the customer service team to meet KPIs and service standards.
  • Monitor daily operations, handle escalations, and ensure prompt issue resolution.
  • Conduct regular coaching sessions and performance reviews.

Process & Quality Improvement

  • Implement process enhancements to improve customer response and satisfaction.
  • Coordinate with other departments to resolve service bottlenecks.
  • Track and analyze customer feedback for improvement opportunities.

Success in the Role

A successful Customer Service Team Lead will:

  • Build a motivated, high-performing team with a customer-first mindset.
  • Resolve issues efficiently while maintaining strong service levels.
  • Drive continuous improvements that enhance the overall customer experience.
  • Serve as a reliable link between customers and internal departments.

Qualifications:

  • 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
  • Amenable to work on an on-site arrangement

Job Type: Full-time

Pay: Php45, Php55,000.00 per month

Benefits:

  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Work from home

Work Location: In person

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