Team Lead - Customer Care  

We are looking for Customer Service Team Lead for an Australian peer-to-peer car rental company. You will be joining a rapidly growing sharing economy startup as a team leader of Membership Experience Phone Support Team. There is plenty of scope for career advancement for the right person. If you are highly intelligent, highly motivated and excited by an evolving startup environment, you could be the perfect candidate for this role.

Responsibilities

• Lead and inspire a team of customer service representatives to deliver excellent levels of individual/team performance and customer satisfaction.
• Conduct regular individual coaching sessions, group coaching sessions, and team meetings.
• Stay up to date with business development and new product lines
• Report issues and performance outcomes to management
• Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Ensure training and development plans are maintained for all team members
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Support management to highlight operational risks and areas for improvement
• Support the organisation to deliver business targets and objectives and create a performance-orientated culture
• Prepare and release schedule/rosters
• QA calls for each agent
• Handle escalations both by phone and via email
• Work with the management team to identify and deliver positive change and business efficiencies
• Escalate any appropriate problems to senior management
• Support the management with campaigns, projects and other assignments as agreed from time to time

• Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree, any field
• At least 5 years of working experience in a related field(s) is required for this position
• Excellent English communication skills
• Willing to work at Ortigas Center, Pasig City on a day shift schedule
• Very strong people skills.
• You will be leading a growing and hard-working team that will require both sensitivity and support in conflict resolution with Members and managing work-loads
• Understanding of Philippine Labor laws and employment legislation
• Excellent written and verbal communication skills. You will be setting the example for your team, both in training and when complex and difficult cases are escalated to you for resolution