Job Overview:

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.

Key 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 made.

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.

Requirements

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 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.

Key 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

Working Conditions:

Full-time position, with occasional overtime during peak seasons.
Must be willing to work onsite in Cebu Business Park, Cebu City
Must be willing to work in a rotating shift
Ideally must be able to start immediately

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