Team Lead

4 days ago


Angeles City, Central Luzon, Philippines Connext Full time ₱900,000 - ₱1,200,000 per year

The
Team Leader
is responsible for managing and addressing facility-related issues reported by clients and occupants. This role ensures timely resolution of maintenance concerns, coordinates with internal and external teams, and upholds a safe, comfortable environment for all building occupants. Reporting to the Facilities Manager, the role also drives service quality by coaching team members and ensuring adherence to operational standards.

There's a lot to love about Connext. Here are some of the reasons why:

  • Competitive salary and bonuses
  • 20 Annual Leave Credits
  • Health, dental, and life insurance
  • Fun HR virtual and onsite events
  • Professional development and training opportunities
  • Employee assistance programs (EAP)
  • Employee volunteer and community service opportunities
  • Amenities for leisure and recreation
  • Certified Great Place to Work

Job Description


• Answer incoming calls and emails regarding facility-related concerns, including after hours, weekends, and holidays.


• Troubleshoot and assess reported issues to determine next steps or escalate appropriately.


• Create, track, and maintain work orders using internal client systems.


• Dispatch maintenance technicians or contractors for urgent repairs.


• Follow up on service requests and provide status updates.


• Document all customer interactions, service calls, and actions taken.


• Offer clear, calm, and supportive communication to customers and occupants.


• De-escalate dissatisfied clients by offering immediate support and solutions.


• Provide guidance on project execution issues and recommend solutions.


• Input accurate data into client systems for tracking and follow-up.


• Maintain a professional attitude and appearance on-site.


• Remain flexible to work various shifts, including holidays.


• Oversee and schedule team activities, ensuring timely handling of work orders and customer requests.


• Lead, motivate, and mentor team members to achieve performance goals and uphold service standards.


• Coordinate with internal teams (client management, operations) for issue resolution and process improvements.


• Act as liaison between clients and internal teams to guarantee seamless service delivery.


• Serve as point of contact for clients, handling escalations and service requests.


• Prepare and maintain documentation, including standards, process flows, and reports.


• Conduct training sessions for team members on best practices, system use, and client communication.


• Regularly evaluate team performance and suggest process enhancements.


• Monitor workloads and assign tasks to ensure targets and deadlines are met.


• Provide guidance on complex issues, ensuring timely and accurate resolutions.


• Proactively follow up to confirm all issues are addressed before escalation.

Required Qualifications


• At least two (2) years of experience in customer service, facilities support, or related field.


• At least two (2) years in a BPO leadership role


• Proficient in Microsoft Office with intermediate to advanced Excel skills.


• Familiarity with dispatch coordination or call center tools.


• Ability to navigate third-party customer systems.


• Work order creation and tracking.


• Experience in coaching and strategic action planning for team improvement.


• Clear and coherent in both written and verbal communication skills to be able to effectively convey information, provide feedback, and communicate with team members and management.


• Amenable to work on-site and during weekends or holidays (Thanksgiving Day, Christmas Eve, Christmas Day, New Year's Eve, and New Year's Day).

Why choose

CONNEXT?Great Company Culture, a Great Place to Work Certified, Great Benefits, and lots of room for growth
.

Connext
is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.

teamlead #facilitiesmanagement #bpohiring #angelescity #hiringph
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