Team Leader

2 weeks ago

Dasmariñas A, Philippines Klued Full time ₱1,200,000 - ₱2,400,000 per year

Overview:

The Customer Service Team Leader oversees daily support operations, guiding CSRs to deliver excellent service across e-commerce platforms such as Shopee, Lazada, and TikTok Shop. This role ensures efficient handling of customer concerns, evaluates team performance, and drives continuous improvement in service quality.

Key Responsibilities:

  • Supervise daily customer service operations to ensure timely and accurate responses.
  • Lead, coach, and motivate CSRs to meet performance and quality targets.
  • Evaluate and monitor CSR performance through reviews, scorecards, and feedback.
  • Handle escalated customer issues and ensure effective resolutions.
  • Track and analyze service metrics and prepare performance reports.
  • Ensure consistent and high-quality customer experiences across Shopee, Lazada, and TikTok Shop.
  • Collaborate with Sales, Marketing, and Logistics to resolve service-related issues.
  • Conduct training and coaching sessions to enhance team efficiency and communication.
  • Identify and implement process improvements to enhance productivity.

Qualifications:

  • Bachelor's degree in Business Administration, Communications, or related field.
  • Minimum of 1 year experience in customer service, with at least 1–2 years in a supervisory or team leader role.
  • Strong background in e-commerce operations (Shopee, Lazada, and TikTok Shop).
  • Proven experience in evaluating and improving CSR performance.
  • Strong leadership, communication, and problem-solving skills.
  • Proficient in CRM tools, e-commerce dashboards, and Microsoft Office.
  • Data-driven, organized, and adaptable in a fast-paced environment.

Work location: Dasmarinas, Cavite

Job Types: Full-time, Permanent

Benefits:

  • On-site parking
  • Opportunities for promotion
  • Promotion to permanent employee

Work Location: In person

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