About The Job
Position Title:
Customer Service Team Lead - Onsite
Work hours/shift:
Shifting schedule; willing to work on holidays and weekends
Location:
Alabang, Muntinlupa
Job Overview
We are seeking a proactive, experienced, and customer-centric Customer Service Team Lead to join our team. As a Team Lead and Individual Contributor, you will oversee a small group of customer service associates while continuing to handle direct customer inquiries, support tasks, and calls. This role will include driving team performance, mentoring associates, ensuring seamless communication, and coordinating upselling, cross-selling, and customer winback efforts across platforms like Email, Zendesk, Chat, and Phone calls. You will act as a point of escalation and assist in customer support activities, while also playing an active role in the implementation of Gifts with Purchase (GWP) promotions and sales initiatives.
Responsibilities
Customer Service Leadership:
- Lead and mentor the customer service team, providing guidance, feedback, and coaching to improve team performance.
- Respond to complex customer inquiries via Email, Zendesk, Chat, and Phone calls.
- Oversee customer inquiries, returns, exchanges, and ensure high satisfaction for customers while maintaining the team's workflow.
- Ensure that the team meets customer service KPIs, including response times, issue resolution times, and satisfaction metrics.
- Handle escalated customer complaints and issues with empathy, aiming to resolve concerns effectively and efficiently.
Upselling & Cross-Selling
- Identify opportunities for upselling and cross-selling during customer interactions, helping to drive Average Order Value (AOV).
- Guide team members to identify additional sales opportunities during customer service conversations, ensuring each customer interaction maximizes sales potential.
Customer Winback:Work closely with the customer winback team to re-engage lapsed customers through personalized outreach and exclusive offers.
- Collaborate with other departments to develop and implement campaigns that foster customer loyalty and long-term retention.
GWP (Gifts With Purchase) Coordination
- Oversee and ensure the effective implementation of GWP promotions by collaborating with Account Managers and supporting the customer service team with communication and fulfillment.
- Ensure customers are well-informed about GWP promotions, and assist with troubleshooting any customer issues related to the promotion.
Team Collaboration And Reporting
- Work closely with management to implement customer service processes, strategies, and enhancements.
- Regularly report on customer service performance metrics, escalated cases, and team progress.
- Identify areas for improvement in the customer service workflow and actively work to implement solutions with the team.
Call Handling
- Take responsibility for answering and managing inbound and outbound customer calls.
- Address customer concerns, resolve product or service-related issues, and provide guidance on products and services during calls.
- Maintain accurate records of calls, inquiries, and resolutions in the system.
- Continue to handle daily customer inquiries, focusing on complex or high-priority cases, including calls, emails, and chats.
- Actively participate in customer interactions, using your expertise to resolve issues, provide upsell opportunities, and maintain customer satisfaction.
Requirements
- Proven experience in a customer service role, preferably with some leadership experience.
- Strong leadership and mentoring skills, with the ability to guide and inspire a team while still being hands-on in customer service tasks.
- Exceptional communication skills, both written and verbal, with the ability to convey information clearly and professionally.
- Proficient in using Email, Zendesk, Chat, and phone systems (for handling calls)
- Ability to manage upselling, cross-selling, and GWP coordination effectively within a customer service setting.
- A customer-focused mindset with a passion for problem-solving, sales, and team growth.
- Strong organizational and time-management skills, with the ability to work efficiently in a fast-paced environment.
- Willingness to work on a shifting schedule, and during holidays and weekends
- Comfortable handling high call volumes and managing multiple channels of communication.
