Customer Service Representative

1 hour ago

Santolan Metro Manila, Philippines CARLCARE SERVICE PH INC. Full time ₱2,400,000 - ₱3,200,000 per year

Job Description

The CSR Team Leader is responsible for overseeing the daily operations of the customer service team, ensuring efficient service delivery, high-quality customer interactions, and achievement of performance targets. This role provides leadership, coaching, and support to CSR staff while maintaining strong service standards and operational excellence.

Key Responsibilities

Team Leadership & Supervision

  • Lead, mentor, and supervise a team of Customer Service Representatives to ensure consistent, high-quality service.
  • Monitor daily team performance and ensure achievement of KPIs such as AHT, CSAT, SLA, and quality scores.
  • Conduct regular coaching sessions, performance evaluations, and skill-building activities.
  • Manage scheduling, attendance, and adherence to ensure optimal staffing coverage.

Operational Management

  • Oversee the daily workflow of the customer service operations and ensure smooth, efficient processes.
  • Handle escalated calls or complaints and provide effective resolutions.
  • Ensure all team members follow company policies, processes, and standard procedures.
  • Analyze performance reports, call trends, and operational metrics to identify gaps and improvement opportunities.
  • Assist in creating or enhancing SOPs and process guidelines for customer service operations.

Customer Experience & Quality

  • Monitor customer feedback and work with the team to address areas for improvement.
  • Maintain high customer satisfaction through effective communication, professionalism, and problem resolution.
  • Ensure CSRs provide accurate, complete, and timely information to customers.

Training & Development

  • Conduct refresher training or micro-training sessions as needed.
  • Support onboarding of new CSR hires by providing guidance, shadowing, and initial performance monitoring.

Reporting & Communication

  • Prepare daily, weekly, or monthly performance reports.
  • Communicate updates, changes, and action plans to the team clearly and effectively.
  • Collaborate with other departments to ensure alignment and smooth customer-related processes.
Qualifications
  • Bachelor's degree or equivalent relevant experience.
  • At least 2–3 years of experience in customer service, with 1 year in a supervisory or team leader role (preferred) in a Telco Industry.
  • Strong team management and supervision skills.
  • Excellent communication and interpersonal skills.
  • Strong customer-handling and conflict-resolution abilities.
  • Solid understanding of call center operations and common metrics.
  • Analytical and data-driven, able to interpret reports and drive performance improvement.
  • Organised, detail-oriented, and able to multitask in a fast-paced environment.
  • Proficient in MS Office tools (Excel, Word, PowerPoint).
  • Results-driven, proactive, and able to work under pressure.

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