Customer Service Representative

2 weeks ago

Santolan P, Philippines Carlcare Service PH Inc. Full time

Job Description

The CSR Team Leader is responsible for overseeing the daily operations of the customer service team, ensuring efficient service delivery, high-quality customer interactions, and achievement of performance targets. This role provides leadership, coaching, and support to CSR staff while maintaining strong service standards and operational excellence.

Key Responsibilities

Team Leadership & Supervision

  • Lead, mentor, and supervise a team of Customer Service Representatives to ensure consistent, high-quality service.
  • Monitor daily team performance and ensure achievement of KPIs such as AHT, CSAT, SLA, and quality scores.
  • Conduct regular coaching sessions, performance evaluations, and skill-building activities.
  • Manage scheduling, attendance, and adherence to ensure optimal staffing coverage.

Operational Management

  • Oversee the daily workflow of the customer service operations and ensure smooth, efficient processes.
  • Handle escalated calls or complaints and provide effective resolutions.
  • Ensure all team members follow company policies, processes, and standard procedures.
  • Analyze performance reports, call trends, and operational metrics to identify gaps and improvement opportunities.
  • Assist in creating or enhancing SOPs and process guidelines for customer service operations.

Customer Experience & Quality

  • Monitor customer feedback and work with the team to address areas for improvement.
  • Maintain high customer satisfaction through effective communication, professionalism, and problem resolution.
  • Ensure CSRs provide accurate, complete, and timely information to customers.

Training & Development

  • Conduct refresher training or micro-training sessions as needed.
  • Support onboarding of new CSR hires by providing guidance, shadowing, and initial performance monitoring.

Reporting & Communication

  • Prepare daily, weekly, or monthly performance reports.
  • Communicate updates, changes, and action plans to the team clearly and effectively.
  • Collaborate with other departments to ensure alignment and smooth customer-related processes.

Qualifications

  • Bachelor's degree or equivalent relevant experience.
  • At least 2–3 years of experience in customer service, with 1 year in a supervisory or team leader role (preferred) in a Telco Industry.
  • Strong team management and supervision skills.
  • Excellent communication and interpersonal skills.
  • Strong customer-handling and conflict-resolution abilities.
  • Solid understanding of call center operations and common metrics.
  • Analytical and data-driven, able to interpret reports and drive performance improvement.
  • Organised, detail-oriented, and able to multitask in a fast-paced environment.
  • Proficient in MS Office tools (Excel, Word, PowerPoint).
  • Results-driven, proactive, and able to work under pressure.

Job Types: Full-time, Permanent

Pay: Php24, Php25,000.00 per month

Benefits:

  • On-site parking
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee

Work Location: In person

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