Customer Support Team Leader

3 days ago

Pasig, National Capital Region, Philippines Satellite Office Full time

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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