Customer Service Team Leader  

Your Role:

• Oversee and monitor all activities on a daily basis
• Assist and support associates on managing customer traffic
• Manage workforce and assignment distribution based on the traffic need
• Maintain compliance of established procedures, regulations and tracking
• Coach and develop coaches to lead effectively, including managing by walking and observation of expected behaviors
• Performs other duties that may be assigned by management from time to time

​​​​​​What we seek:

• Able to engage our mobile app users directly to handle customer queries, resolve conflicts and ensure a high level of customer satisfaction

• Able to coordinate with different parties of the entire order fulfillment process - pick-up, drivers and drop-off to ensure a high level of fulfillment rate

• Able to contribute significantly to the Customer Happiness (CH) team in terms of order fulfillment

• Perform other administrative duties for the team, or any other duties assigned by the Customer Care Manager

What you'll need:

• Bachelor’s degree in any field you’re passionate about!
• Communication is your bread and butter (written and verbal)
• Analytical and problem solver
• 4 years of team lead experience in a BPO company (may it be email or phone support)
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
• The ability to accept feedback gracefully
• The heart and passion for our customers and the ability to exude client satisfaction
• An eye for the minute details
• Initiative and are self-motivated
• Willing to be assigned in Makati City