Customer Service Team Leader

Responsibilities

• Team Leadership: Manage and lead a team of Customer Support Specialists, ensuring high levels of team performance and customer satisfaction.
• Training & Development: Conduct training sessions for new hires and provide ongoing training and development for team members.
• Performance Management: Monitor team performance against company KPIs and SLAs; provide regular feedback, coaching, and one-on-one sessions to improve individual and team performance.
• Quality Assurance: Oversee the quality of customer interactions, ensuring all team members adhere to company guidelines and communication standards.
• Issue Escalation: Act as the first point of contact for escalated customer issues; resolve complex problems that require a deeper level of customer understanding and discretion.
• Reporting: Generate reports on team performance, customer feedback, and service issues to provide to the management team for strategic planning.
• Scheduling: Manage team schedules to ensure full coverage 24/7, including weekends and public holidays.

Candidate requirements

• Minimum of 3-5 years in customer service, with at least 2 years in a leadership role, preferably in the eCommerce industry.
• Strong leadership and people management skills; proficient in Zendesk and other CRM software; exceptional communication and conflict resolution skills.
• Exceptional verbal and written communication skills for English language
• Proactive, results-oriented, with a high degree of initiative and independence.
• Strong computer skills, proficiency navigating multiple websites and platforms.
• Versatility, flexibility, and willingness to work within constantly changing priorities.
• Strong attention to detail, recognizing the importance of accuracy
• Experience managing multiple tasks across various channels
• Effective at problem-solving, negotiation, and resolving conflicts in a constructive manner
• Maintains a customer-focused approach even under pressure
• Flexible availability, willing to work a rotating schedule
• Collaborative team player with the ability to work independently

Candidate Qualifications

• Education: Bachelors degree in business administration, Communication, or a related field.
• Experience in Retail/eCommerce Domain
• Lean Six Sigma/SIPOC/Kaizen training
• Amenable to work in Cebu