About the Company

The Team Leader in Customer Service is responsible for leading, motivating, and supporting a team of customer service representatives to ensure high-quality service delivery. This role involves managing day-to-day operations, overseeing the performance of the team, and ensuring that customer issues are resolved promptly and effectively. The Team Leader will also play a key role in training and development, process improvement, and ensuring customer satisfaction standards are met consistently.

About the Role

The Team Leader in Customer Service is responsible for leading, motivating, and supporting a team of customer service representatives to ensure high-quality service delivery.

Responsibilities

Team Leadership

Supervise and manage a team of customer service representatives
Set clear performance goals and expectations for the team
Motivate, coach, and develop team members to meet performance targets and enhance skills
Provide support and guidance to the team on handling customer inquiries and resolving issues

Customer Service Excellence

Ensure the team delivers a high level of customer satisfaction
Monitor and evaluate customer service interactions to ensure quality and consistency
Address escalated customer concerns or complaints in a professional and timely manner

Training & Development

Provide ongoing training and development opportunities for team members
Conduct regular one-on-one meetings with team members to assess performance and offer feedback
Identify areas for improvement and recommend solutions to enhance the customer experience

Performance Management

Track and report on team performance, including KPIs such as customer satisfaction, call resolution times, and service levels
Conduct regular performance reviews and provide constructive feedback
Develop action plans for underperforming team members and ensure improvements are mad

Behavioral Management

Coach and guide customer service representatives on effective communication, de-escalation techniques, and problem-solving strategies
Provide ongoing support in managing customer behavior challenges, ensuring that agents remain calm, empathetic, and professional in all interactions
Assist with training programs that focus on soft skills, behavioral management, and conflict resolution

Operational Support

Ensure adherence to company policies, procedures, and service level agreements
Identify and implement process improvements to increase efficiency and customer satisfaction
Collaborate with other departments (e.g., sales, IT) to resolve customer issues and improve service offerings

Reporting and Analytics

Maintain and update daily, weekly, and monthly reports on team performance and customer feedback
Analyze trends and feedback to help improve team performance and customer satisfaction

Qualifications

Experience in customer service within a specific industry (e.g., retail, telecommunications, healthcare) is a plus
Bachelor's degree or equivalent experience in customer service, management, or related field
Knowledge of performance metrics, KPIs, and quality assurance standards

Required Skills

Strong leadership skills with the ability to motivate and manage a diverse team
Excellent communication and interpersonal skills
Problem-solving ability and experience in handling escalated customer concerns
Knowledge of customer service software, CRM tools, and MS Office Suite
Ability to manage multiple priorities in a fast-paced environment
Strong attention to detail and ability to manage both big-picture strategy and day-to-day operational needs

Preferred Skills

Leadership and team management
Customer-centric mindset
Conflict resolution
Time management and multitasking
Data analysis and reporting
Adaptability and problem-solving
Process optimization and continuous improvement

Work Arrangements

Full-time position, with occasional overtime during peak seasons.
Must be willing to work onsite in BGC, Taguig City and Makati City.
Must be willing to work in a rotating shift, with weekend shifts.

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