CS Team Lead

7 hours ago

Ayala Alabang, National Capital Region, Philippines Gear Inc. Full time ₱900,000 - ₱1,200,000 per year

*Job Summary*

We are seeking a motivated Customer Service Team Lead to oversee daily operations for our Australian Telco client.

The successful candidate will manage a team handling customer service and billing workflows, ensuring high-quality delivery and SLA compliance.

This role also offers the opportunity to transition into coordination and service delivery management for candidates who wish to expand beyond team operations.

Work Setup & Schedule:

  • Location: 100% onsite on Alabang, Metro Manila, Philippines.
  • Shift & Work Hours: 6:00 AM - 3:00 PM Manila Time

*Responsibilities*

  • Supervise a team delivering Telco customer service and billing operations for AU clients.
  • Monitor performance metrics, identify service issues, and ensure adherence to SLAs.
  • Coordinate with QA, Technical, and Vendor teams to resolve complex service cases.
  • Support workflow improvement projects and process documentation.
  • Report operational results and service trends to management and clients.

*Requirements*

  • Minimum 2 years of experience in Telco Customer Service or Billing, including 1 year in a leadership or supervisory role (AU Telco preferred).
  • Strong people management and communication skills.
  • Experience with workflow management, escalation handling, and performance tracking.
  • Ability to coordinate with multiple stakeholders across teams and vendors.
  • Good analytical mindset, adaptable to project-based tasks.

*Why You'll Love This Role*

Work directly with an Australian Telco partner in a dynamic environment.

Gain exposure to project and service delivery operations.

A clear career pathway toward Project Coordinator / Service Delivery roles for qualified candidates.

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