Team Lead | Customer Care | Management Track  

The Team Leader will work directly with the company’s US-based leadership team to head a team of Customer Service agents supporting the customers of the US parent company.

• Provide world-class service excellence to the company’s clients by:
  • Attending to inbound calls/chats/emails, online support requests, and customer relationship support in accordance with standard operating procedures.
  • Monitoring customer care representative calls and providing performance-related coaching and feedback.
  • Developing and establishing transaction support processes and procedures in accordance with global best practices.
  • Validating processes and scripts supporting the company’s latest product, which will be launched in June 2017.
• This position is on the management track for further leadership opportunities -- the Team Leader will have the option of pursuing leadership roles within and outside of the company’s Customer Service division, as well as qualifying for the company’s Education Scholarship program.

Overview of Employer / the Company:

• The employer, a technology company in the consumer services industry and based in New York City, has decided to locate its Customer Service division in the Philippines.
• The New York-based executive team has experience working with BPO leaders such as Accenture, IBM, Xerox, EXL, WNS, and Wipro, and will work directly with the Team Leader.

• Associate's degree or higher.
• 3-7 years of contact center experience providing inbound customer care support to US customers.
• Above average English communication skills.
  • Proficiency in Chinese and/or Korean is a plus.
• Experience working in hospitality, tourism, hotels, and/or airlines is preferred, but not required.
• Entrepreneurial mindset.