Angkas

Customer Service Team Lead

Angkas

full-time

Posted on:

Location Type: Hybrid

Location: Makati City • Philippines

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Job Level

Senior

About the role

  • - Lead, train, coach, mentor Customer Experience Associates, Subject Matter Experts and Team 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

  • - Bachelor's 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)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer service process improvementsperformance monitoringdata analysisquality assurance
Soft Skills
leadershipcoachingmentoringproblem-solvingdecision-makingcommunicationinterpersonal skillsability to work under pressuretime management
Certifications
Bachelor's degree