Customer Service Team Lead
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Job Location:
Makati City - Philippines
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Description
Requirements
As a Customer Experience Team Lead at Angkas you will be responsible for leading and supervising a
team of Customer Experience Associates to ensure exceptional service to our valued customers. You will
play a vital role in managing the day-to-day operations monitoring team performance and fostering a
positive and productive working environment.
Responsible for;
- Lead train coach mentor Customer Experience Associates Subject Matter Experts andTeam
- Lead providing them with the guidance and support they need to excel.
- Develop and implement customer service process improvements to streamline operations and enhance efficiency.
- Monitor and evaluate team performance providing constructive feedback and coaching to improve individual and team results.
- Handle escalated customer issues and complaints investigating and resolving them to achieve customer satisfaction.
- Collaborating with other lines of business and cross functional departments to resolve customer issues and ensure a seamless customer experience.
- Analyze Service Excellence data to identify trends and opportunities.
- Identify and address training needs based on quality assurance findings
Requirements
- Bachelors degree in a relevant field or equivalent customer service experience
- Minimum of 3 years of experience in a supervisory or people management role.
- Proven leadership and supervisory experience.
- Strong problem-solving and decision-making skills.
- Excellent communication and interpersonal skills.
- Ability to work under pressure meet deadlines and achieve team targets.
- Proficiency in customer service software and systems.
- Amenability to work onsite; working on weekends as Escalation POC (rotation based)
Key Skills
- Law Enforcement
- ABB
- Marine Biology
- Filing
- Automobile
- AV
About Company
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