Customer Service Team Lead

Salary Range: Php 26,000 - 29,000

Responsibilities:

• Leadership:
  • Set clear expectations and goals for the customer service team, empowering members to achieve their full potential through coaching, training, and constructive feedback.
  • Foster a collaborative and inclusive team culture, promoting open communication, trust, and accountability.
  • Act as a liaison between upper management and the customer service team, effectively communicating strategic objectives, initiatives, and feedback.
  • Resolve conflicts and address performance issues promptly and constructively to maintain a positive and productive work environment.
  • Advocate for the needs of the customer service team, ensuring they have the necessary resources, tools, and support for success.
  • Monitor team performance and provide ongoing feedback to drive continuous improvement.

• Customer Engagement:
  • Lead and mentor a team of customer service representatives, ensuring high-quality customer interactions through both calls and non-voice communications.
  • Handle escalated calls and create escalation procedures to manage complex customer issues effectively.
  • Maximize sales and customer retention through proactive customer service and engagement strategies.
  • Ensure compliance with data privacy practices across all customer interactions.
     
• Operational Management:
  • Manage metrics related to team performance, customer satisfaction, and sales targets, ensuring continuous improvement and alignment with organizational goals.
  • Oversee the creation and implementation of processes and procedures to enhance operational efficiency and customer satisfaction.
  • Utilize IVR (Interactive Voice Response) systems and Pancake, ensuring efficient customer service operations and seamless client experiences.

• Client Management:
  • Occasionally visit client site as needed to ensure alignment and understand client needs better, although the role is majorly remote.
  • Prepare and present comprehensive reports for clients, incorporating data analysis and actionable insights for continuous improvement.

• Organization and File Management:
  • Maintain systematic storage and organization of client files within designated Google Drive folders, ensuring confidentiality and data security.

• Presentations:
  • Assist in preparing presentation materials and effectively communicating ideas to internal teams and clients.

• Industry Knowledge:
  • Stay updated on industry trends and best practices related to digital marketing, creative operations, and customer service.
  • Participate in training programs and workshops to enhance skills and knowledge in operational processes and tools.

Key Performance Indicators (KPIs):

• Monitor and improve team satisfaction and morale through regular check-ins or surveys.
• Track and enhance team productivity and efficiency, measured by task completion rates and time-to-delivery metrics.
• Measure the success of customer interactions by tracking messages answered, calls handled, and customer retention rates.
• Evaluate the effectiveness of escalation procedures and the resolution of escalated issues.
• Achieve organizational objectives related to customer service, client satisfaction, and sales growth.

Requirements:

• Proven experience in customer service management or team leadership, with a track record of successfully leading and mentoring teams.
• Preferred experience in handling wellness or lifestyle brands, ensuring exceptional client experiences and driving service excellence.
• Strong ability to manage and prioritize tasks, delegate responsibilities, and provide constructive feedback.
• Familiarity with IVR systems, Pancake, and other relevant customer service tools is preferred.
• Knowledge of digital marketing, advertising, and creative industries.
• Proficiency in Google Suite products, especially Google Sheets.
• Highly organized, with expertise in utilizing digital collaboration tools such as Google Drive, Notion, and ClickUp.
• Exceptional interpersonal and communication skills, with a collaborative and proactive approach.
• Commitment to maximizing sales, customer retention, and enhancing the overall customer experience.