Customer Service Representative (CSR) Team Leader
Blackedge Digital Marketing Services
- Angeles, PhilippinesUnit 12 G/F, VL Plaza Sampaguita St. Fil-Am Friendship Highway, Angeles, Pampanga, PhilippinesAngelesPampangaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 4 years ago
2019-12-30T16:00:00+00:00Job closed.
Job Description
- Customer service team lead manages employee schedules and ensures that the department is adequately staffed during peak times.
- Have a strong drive to lead and develop your team to achieve greater success. Should portray “lead by example” attitude.
- Leading the team with fun, collaborative, hardworking, positive attitude to the workplace.
- Serve as a point of escalation for complex calls, providing real-time answers and peer-to-peer feedback.
- Directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance.
- Ensures that the team completed all the deliverables in a timely manner and performing their tasks in accordance to the set SOPs.
- In time, build a training manual to on board future customer service agent.
- Monthly evaluation of team members using the KPI set by the manager. Monitoring their performance and note areas for improvement and then meeting directly with the team member to discuss their performance.
- Responsible for training new hires and take note for the performance that needs further training needed.
- Responsible for creating reports for the monthly performance of the team and suggest ideas on how to improve internal process of the department.
Minimum Qualifications
- Minimum of 5 years experience in a related field is required for this position
- Preferably Supervisor/ 5 years and up experienced employee specialized in Customer Service
- Knowledgeable in Microsoft Office.
- Strong analytical skills and problem-solving skills
- Excellent in conflict resolution.
- Above average leadership skills
- Excellent in coaching, mentoring and interpersonal skills
- Must be excellent in creating reports and making data analysis.
- A strong command over written and verbal English.
Perks and Benefits
Special Leave Benefits for Women
Free Lunch or Snacks
Medical / Health Insurance
Paid Sick Leave
Paid Bereavement/Family Leave
Paid Holidays
Paid Vacation Leave
Maternity & Paternity Leave
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- Fil-Am Friendship Highway , Angeles, Pampanga, Philippines
- Industry
- Business Process Outsourcing
- Vacancy
- 1 opening
Feel secure when applying: look for the verified icon and always do your research on a company. Avoid and report situations when employers require payment or work without compensation as part of their application process.
About Blackedge Digital Marketing Services
Black Edge Digital Marketing
Our team just doesn't represent people doing their job,
Our team represents people working together to achieve one goal,
to be the best they can be.
Our team doesn't just come to work,
Our team attends their career and indulges in their passion!
Our team are Extremely sharp in every way!
Our team are the unfair advantage!
Our Team are the Black Edge, the sharpest and clean edge that can cut through anything they desire.
Black Edge Digital Marketing the unfair advantage!
Let's Play!