Customer Service Team Leader

Position Overview

We are seeking a proactive, results-driven
Customer Service Team Leader
to oversee the daily operations of our Customer Service Team. This role is critical in maintaining high service standards and delivering exceptional customer experience. The successful candidate will serve as the immediate point of escalation for customer issues, support team development, and drive continuous improvement in service delivery.

What we are looking for in you:

• A passion for teamwork and collaboration
• A willingness to challenge the status quo
• Proven experience in a customer service leadership or supervisory role, preferably within the financial services or consumer lending industry.
• Strong knowledge of customer service principles and practices.
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to coach, mentor, and develop team members.
• Analytical mindset with a focus on performance metrics and continuous improvement.
• High level of integrity and professionalism
• Have a 'whatever it takes to get the job done right' attitude
• To thrive and grow in a fast-paced agile environment.
• Knowledge of the mortgage industry Regulatory environment (e.g. Privacy Act)
• Strong phone contact handling skills and active listening
• Excellent written, oral, and interpersonal communication skills
• You have a minimum of 3 years' experience in the financial services mortgage industry, preferably in the non-bank lending sector
• You have a good understanding of home loan repayments, including but not limited to, direct debit requirements, redraw, and offset accounts
• You have high degree of attention to detail with excellent customer service knowledge
• High degree of competency in language, computer, and web applications
• You are professional, organised, able to work autonomously
• You are driven and self-motivated to exceed targets and strive for excellence

Key Responsibilities:

Team Leadership & Oversight:

• Provide daily leadership and guidance to the Customer Service Team to ensure effective and efficient handling of customer inquiries.
• Monitor team performance, workload distribution, and adherence to schedules to ensure optimal coverage and productivity.

Customer Escalations:

• Act as the first point of contact for complex or escalated customer queries, ensuring timely and professional resolution.
• Collaborate with internal stakeholders (e.g., Credit, Collections, Compliance) as needed to resolve customer issues.

Performance Management:

• Conduct regular 1:1 coaching sessions, performance reviews, and provide real-time feedback to agents.
• Recognize high performers and address underperformance with clear performance improvement plans when necessary.

Call Quality & Calibration:

• Facilitate weekly call quality monitoring and calibration sessions to ensure service consistency and adherence to company standards.
• Evaluate and score customer interactions based on defined quality criteria.

KPI Reporting & Analysis:

• Track and report on team and individual performance metrics including average handle time, customer satisfaction, first contact resolution, and service levels.
• Provide weekly reports and insights to leadership with recommendations for improvement.

Process & Service Improvements:

• Identify trends, gaps, and opportunities for process improvements through data analysis and team feedback.
• Propose and implement enhancements to customer service processes to drive efficiency and satisfaction.

Service Delivery & SLA Management:

• Ensure customer queries are resolved within agreed turn-around times and KPIs.
• Work collaboratively with internal departments to maintain seamless service delivery to external and internal customers.

This is a customer focused and results-driven environment, with opportunities to develop your skills and experience in the non-bank lending industry and play your part in sustaining and growing our business. This is an exciting time to be part of our talented team. Enjoy the benefits of being part of a cohesive and passionate team with modern office in Manila.