Customer Service Team Lead

1 week ago

Manila, National Capital Region, Philippines Monee Full time $104,000 - $130,878 per year

Job Description
The Customer Service Team Lead oversees and supports the customer service team to ensure high-quality service delivery. They manage daily operations, provide guidance and training, handle escalated issues, monitor performance metrics, and foster a positive team environment to enhance customer satisfaction and achieve business goals.

  • Handle critical and escalated concerns from the agents until they are resolved.
  • Provide immediate assistance to CCC Ops agent in handling complex concerns.
  • Ensure that agents are engaged and properly trained to perform their day-to-day taks.
  • Must coordinate closely wih support units (Training, CX, WFM) for support related requests to address this concerns.
  • Report regularly to Head of Customer Service Operation and perform other functions as deemed necessary by the Senior Management.

Requirements

  • At least 3-6 years of work experience in Customer Service preferably in Banking (Digital Banking or Internet Banking) / Finance set up.
  • At least 2 -4 years of work experience supervising or managing junior team members.
  • Bachelor's degree in a related field is a plus.
  • Must have good time management skills to handle BAU and strategic projects.
  • Must be able to handle different hierarchy of stakeholders.

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