Customer Service Representative – Project-based
Unifin Inc
Customer Experience Team Leader
Guesty
full-time
Posted on:
Location: 🇵🇭 Philippines
Visit company websiteJob Level
Senior
Tech Stack
Go
About the role
- Managing, developing, and supporting a team of tenured and technical agents (Tier 1 & Tier2).
- Maintaining the team’s professional goals.
- Monitoring their performance, QA, and KPIs.
- Conducting hands-on, effective feedback conversations with the team.
- Diagnosing and assisting with complex customer issues.
- Identifying areas for each agent’s personal growth and development and guiding them through professional advancement.
- Managing a ticket queue based on priority and SLA protocols.
- Working closely with our developers, technical teams, and other key stakeholders to ensure customer satisfaction.
- Assisting in managing customer queries in a timely and accurate way, via email, chat or phone.
- Managing projects and tasks related to the Customer Solutions department.
- Analyzing data trends to improve KPIs and team performance.
Requirements
- Native English/Near-native speaker (or mother tongue).
- At least 2 years of experience in a similar management role.
- Analytical thinking and great attention to detail.
- Tech-savvy - strong computer skills (previous experience in a SaaS company: an advantage!).
- Strong verbal and written communication skills.
- Ability to adapt to a fast-pacing, changing environment.
- Ability to use judgment and think outside the box.
- Customer-centricity mindset and an ability to go the extra mile to engage customers.
- Fast learner, autodidact.
- Familiarity with working in a data-driven environment.
- Able to work in a deadline-driven environment.
- Flexible and can work on shifts including night shift.
- Experience working with ticketing systems.
