Customer Experience Lead: Upsell & Retention Coach

Datamatics CMS PH; Pasig; On-site; PHP 502,000 - 837,000; Full time

Job summary

Datamatics CMS PH is seeking a Team Leader to manage a team of ambassadors focused on delivering excellent customer experience, driving upsell, and retaining customers. The role emphasizes coaching, real-time feedback, and handling escalations to maintain high service levels.

Qualified candidates have at least 2 years in BPO and a strong background in customer services, sales, and retention. The position requires strong leadership and the ability to coordinate schedules and performance reporting.

Qualifications

• 2+ years in BPO
• Strong background in Customer Services, Sales and Retention/Winback

Responsibilities

• Provide coaching and real-time feedback to ambassadors to improve performance.
• Manage customer and client escalations and ensure timely resolutions.
• Prepare daily, weekly and monthly team performance reports.
• Monitor calls and identify training opportunities for continuous coaching.
• Contribute to development and update of training content.
• Coordinate work and vacation schedules for team members.

Skills

Coaching

Customer service

Upselling

Team leadership

Job description

Datamatics CMS PH is seeking a Team Leader to manage a team of ambassadors focused on delivering excellent customer experience, driving upsell, and retaining customers. The role emphasizes coaching, real-time feedback, and handling escalations to maintain high service levels.

Qualified candidates have at least 2 years in BPO and a strong background in customer services, sales, and retention. The position requires strong leadership and the ability to coordinate schedules and performance reporting.