Customer Care Team Lead

Salary: P50,000 - P60,000 (Monthly Package)

Schedule: Monday to Friday (07:00 AM-04:00 PM PHT)

What are we looking for?

Skills Required:

Essential:

• Minimum 5 years' experience as a Customer Care Agent
• At least 3 years in a Team Leader or Supervisor role, managing a team of 10 or more
• Strong background in customer service operations and issue resolution
• Excellent written and verbal communication skills
• Solid problem-solving and coaching abilities
• Proficiency in MS Office and familiarity with CRM/ticketing systems such as Zendesk
• Bachelor's degree in a related field
• Experience with Zendesk Explore or Admin
• Omni-channel experience (email, chat, social media, and phone support)
• Background in delivery management and customer communication

What will you do?

• Oversee daily operations of the Customer Care team, ensuring efficient handling of all inquiries via phone, live chat, social media, and email.
• Drive continuous improvement in response times, service quality, and customer satisfaction.
• Lead by example—be approachable, motivational, and consistent in fostering a strong, high-performing team culture.
• Provide regular training, feedback, and coaching to team members to develop their customer service skills and product knowledge.
• Partner closely with Quality Assurance and Training teams to identify skill gaps and implement targeted development programs.
• Collaborate with other departments to streamline processes, promote self-service options, and reduce contact volumes.
• Champion best practices in customer experience and contribute to company-wide service improvement initiatives.

Key Accountabilities

• Safety: Promote a safe and supportive work environment by following company safety protocols and encouraging team awareness.
• People: Build strong relationships with your team and stakeholders, communicating effectively and promoting engagement and growth.
• Customer Focus: Resolve issues efficiently and professionally, ensuring every interaction reflects the company's commitment to customer satisfaction and compliance with Australian Consumer Law.
• Operational Excellence: Maintain and improve Standard Operating Procedures (SOPs), ensuring the team is trained and equipped with up-to-date processes and tools.
• Community & Growth: Support community initiatives and contribute to continuous improvement across the business.

Join the awesome team and enjoy these benefits & perks:

• OFFICEBASED
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Regular Company Events, Work Life Balance, and Career growth opportunities.

JOIN CONNECTOS NOW

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Our client is a leading Australian retail brand dedicated to helping customers create homes they love. With a strong focus on quality, value, and exceptional customer experience, the company has built a reputation for being one of Australia's most trusted names in home furnishings.

They pride themselves on an inclusive and collaborative culture where every team member plays a part in shaping the customer journey. The business continues to grow nationwide, combining innovation, sustainability, and a customer-first mindset to make great design accessible to everyone.

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.