Customer Support Team Leader

1 day ago

Pasig, National Capital Region, Philippines Satellite Office Full time ₱500,000 - ₱1,000,000 per year

Role Description and Responsibilities

LEADERSHIP

  • Review each team member's performance in their emails & live chats
  • Suggest improvements to individual team members written responses
  • Provide weekly reporting on individual and team performance
  • Train new Customer Service Representatives
  • Improve efficiency levels of individuals & the team
  • Lead team meetings
  • Suggest and develop improvements to customer experience
  • Deal with customer escalations via email and phone when required
  • Motivate & inspire the team
  • Create a positive & fun working environment

Required Skills and Qualifications

CUSTOMER SERVICE

  • Respond to customer inquiries via phone and email, in a prompt, courteous and professional manner.
  • Conduct standard administration tasks such as actioning the inbox, allocating and closing cases and keeping reports.
  • Professionally managing any escalations to the frontline supervisor.
  • Remain up to date on current technical information and training.
  • Manage and resolve customer complaints as required, ensuring action is taken within the business to avoid similar issues in future.

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