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Customer Service Team Lead at Angkas

Makati, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

31 May, 26

Salary

0.0

Posted On

02 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Supervision, Coaching, Mentoring, Process Improvement, Performance Monitoring, Problem-Solving, Decision-Making, Communication, Interpersonal Skills, Customer Service Software, Quality Assurance, Data Analysis

Industry

Description

As a Customer Experience Team Lead at Angkas, you will be responsible for leading and supervising a team of Customer Experience Associates to ensure exceptional service to our valued customers. You will play a vital role in managing the day-to-day operations, monitoring team performance, and fostering a positive and productive working environment. Responsible for; Lead, train, coach, mentor Customer Experience Associates, Subject Matter Experts andTeam Lead, providing them with the guidance and support they need to excel. Develop and implement customer service process improvements to streamline operations and enhance efficiency. Monitor and evaluate team performance, providing constructive feedback and coaching to improve individual and team results. Handle escalated customer issues and complaints, investigating and resolving them to achieve customer satisfaction. Collaborating with other lines of business and cross functional departments to resolve customer issues and ensure a seamless customer experience. Analyze Service Excellence data to identify trends and opportunities. Identify and address training needs based on quality assurance findings Bachelor's degree in a relevant field, or equivalent customer service experience Minimum of 3 years of experience in a supervisory or people management role. Proven leadership and supervisory experience. Strong problem-solving and decision-making skills. Excellent communication and interpersonal skills. Ability to work under pressure, meet deadlines, and achieve team targets. Proficiency in customer service software and systems. Amenability to work onsite; working on weekends as Escalation POC (rotation based)

Responsibilities

The Team Lead will be responsible for leading, training, coaching, and mentoring Customer Experience Associates to ensure exceptional service delivery. This role involves managing daily operations, monitoring team performance, and handling escalated customer issues to achieve satisfaction.