CSR Lead

ABOUT THE ROLE:

We are seeking a dynamic and experienced CSR Team Lead to join our growing team. This professional will be responsible for overseeing and guiding our customer service representatives to ensure they provide excellent support, achieve performance targets, and maintain a high level of satisfaction. This role involves coordinating daily operations, providing training and support, and acting as a point of escalation for complex customer issues.

KEY RESPONSIBILITIES:

Team Leadership:

-Supervise, motivate, and mentor a team of customer service representatives.

-Conduct regular team meetings to update the team on best practices and ongoing expectations.

Customer Support:

-Handle escalated customer inquiries and complaints in a professional and timely manner.

-Ensure all customer interactions are handled with the highest level of service.

-Assist with resolving complex customer issues and provide appropriate solutions.

• Provide constructive feedback and performance reviews to team members.

Training and Development:

-Train new customer service representatives and provide ongoing coaching to existing team members.

-Develop training materials and conduct training sessions to enhance team performance.

-Stay updated with the latest industry trends and best practices.

Performance Management:

-Monitor team performance metrics and KPIs, ensuring targets are met.

-Prepare and present performance reports to the Customer Service Manager.

-Implement strategies to improve team efficiency and customer satisfaction.

Operational Coordination:

-Coordinate scheduling and ensure adequate staffing levels to meet customer service demands.

-Maintain accurate records of customer interactions and transactions.

-Collaborate with other departments to resolve issues and improve processes.

QUALIFICATIONS:

• Minimum of 3-5 years of experience in a customer service role.
• Previous experience in a leadership or supervisory role preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and conflict resolution skills.
• Ability to multitask and manage time effectively.
• Proficient in customer service software, CRM systems, and Microsoft Office Suite.
• Strong leadership and team-building skills.
• High level of patience, empathy, and professionalism.
• Detail-oriented with a focus on delivering quality service.
• Ability to work in a fast-paced environment and handle high-pressure situations.
• Willingness to work for a full time 40 hours a week following US Timezone

If interested, please submit an application here and wait for the next steps from our Recruitment Team.

Job Type: Full-time

Pay: From Php40,000.00 per month

Benefits:

• Health insurance
• Work from home

Experience:

• Customer service: 3 years (Required)
• Supervisory or team lead: 2 years (Required)

Language:

• English (Required)

Work Location: Remote