Customer Care Team Leader

4 days ago

Pasig, National Capital Region, Philippines Sysgen RPO, Inc. Full time ₱400,000 - ₱1,200,000 per year

Responsibilities:

  • Lead and support the customer care team in delivering exceptional service across all communication channels, including phone, email, live chat, SMS, and social media.
  • Oversee the use of multiple systems (e.g., M3, Magento, Fluent, phone and email platforms, and external applications like StarTrack) to ensure efficient and accurate customer service operations.
  • Manage and drive the Customer Care team's KPIs and performance standards to meet business objectives.
  • Identify underperformance promptly and develop tailored improvement plans to support team
  • Lead the onboarding and training of new team members to ensure smooth integration and strong foundations.
  • Conduct regular one-on-one meetings with team members to provide coaching, feedback, and development support.

Qualifications:

  • 5 years experience in customer service support and leadership roles
  • Proven track record in handling escalations
  • Demonstrated ability to lead teams, including providing coaching and managing performance metrics
  • Proficient in Microsoft Excel
  • Experience with any CRM tools will be considered
  • Strong history of long tenure with previous companies, with minimal short stints

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