Team Leader

6 days ago

San Rafael, Philippines TELEWORK PH Full time ₱45,000 - ₱60,000 per year

Total Agent(s) Needed: 1

Type of Account/Industry: Other

Target Start Date: ASAP

Workplace: Onsite

Schedule: Morning Shift - Time to be announced

Type of Employment: Full time (40 hours per week)

Perks of working at Telework PH:

  • Basic salary of up to 33K (depending on experience) + 2K allowance (non-negotiable)

  • Bonus and Incentives depending on Performance*

  • Government mandated benefits

  • OT Pay, Holiday Pay, 13th Month Pay, Night Differential Pay

  • Paid Leaves (VL and SL) every month which are convertible to cash, after 1 year of service if unused*

  • Life Accident Protection Plan under Sunlife with Tendopay, after 3 months of tenure*

  • HMO upon regularization*

  • Annual Salary Increase*

Responsibilities:

  1. Implement and drive continuous improvement to Customer Relations Representative's training and onboarding.

  2. Drive customer resolution turnaround times in the Customer Care Team, and ensure the requests are maintained to our company service standard timelines.

  3. Resolve any assigned tickets over the phone and email.

  4. Assist team members with all queries.

  5. Work with the client to maintain adequate staffing levels for the Customer Care Team to effectively handle customer cases and resolve issues in a timely manner.

  6. Improve the Customer Care Team responses through metric and KPI monitoring, coaching, and PIP's.

  7. Create new and implement existing policies, and standard operating procedures (SOPs) for the Customer Care Team.

  8. Track resolutions in a timely manner.

  9. Collaborate closely with leadership to deliver actionable data insights, quality assurance trends, and customer feedback.

  10. Help define and implement operational and customer relations representative team OKRs and KPIs for delivery of timely resolution to customer support services issues.

  11. Be responsible for tracking team attendance."

Requirements:

  1. 5+ years of customer service related experience.

  2. 2+ years experience in supervising a team in a customer service-based business.

  3. Excellent leadership skills that improve team focus, efficiency, and effectiveness.

  4. Proven track record of implementing process improvements and standard operating procedures (SOPs).

  5. Stellar communication skills, both verbal and written.

  6. Experience with Salesforce or similar CRM.

  7. Familiarity with selling through an ecommerce company such as eBay is a plus.

Process:

  1. Apply to this job.

  2. If qualified or shortlisted, you will receive an assessment link from the recruitment team

  3. Initial Interview.

  4. Final Interview

  5. Job offer/Contract will be sent.

*Terms and conditions apply.

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