Job Description
Summary:
The Customer Service Team Lead is responsible for managing a Team of Customer Service Representatives. You will be taking Supervisor calls, but if the call volume is higher than expected, you will be asked to take in some calls until the volume normalizes. Ultimately, you will be responsible for coaching and ensuring that the team is hitting the designated SLAs.
What’s in it for you?
- Health Insurance (HMO)
- Competitive Salary
- Expanded maternity leave up to 120 days
- Allowances
- Paid Time offs
- (Vacation Leaves Are Convertible to cash if unused)
- Companywide events
- Fun & Relaxed environment
Job Details:
- Customer Service Team Lead
- Onsite Set up - Eastwood Libis, Quezon City
- Shifting Schedule - Includes, day shift, night shift, working on weekends and holidays, possible split-offs
Responsibilities:
- Develop standard procedures and policies for improving the service provided to customers.
- Conduct meetings with managers to discuss process improvements and issues.
- Maintain in-depth working knowledge of the company’s brands, systems, and processes.
- Monitor business and process metrics to measure and manage customer service effectiveness.
- Manage Customer Service Team
- Provide Coaching
- Motivate team
- Evaluate Calls
- Provide supplemental training
- Ensure the team is hitting the SLAs
- Take Supervisory calls
- Leading performance reviews for team members
- Demonstrates cross-selling and up-selling skills, maximizing all sales opportunities.
Qualifications:
- At least 3 years of experience as a Customer Service Team Lead
- At least 5 years of experience in a BPO environment handling inbound calls
- Ability to multitask between multiple tools and systems
- Ability to demonstrate functional skills in communicating and explaining basic information to the customer.
- Keen awareness of company policies and procedures while applying sound judgment within scope.
- High focus on attendance and possibly variable schedule(s)
- Excellent communication skills