Customer Experience Team Lead

Saison International; Hinoba-an; On-site; PHP 558,000 - 893,000; Full time

Job summary

Credit Saison India is seeking a Customer Contact Team Lead to guide a CCT, ensuring efficient customer support operations and a positive customer experience in the Philippines. You will supervise a team across calls, email and chat, monitor SLAs, coach staff, handle escalations, and collaborate with other departments to resolve issues and boost satisfaction.

A bachelor’s degree and 3–5 years in customer service, with at least 1–2 years in leadership, are required along with strong communication

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 3–5 years in a customer service role, with 1–2 years in a supervisory or leadership position.
• Proven ability to lead, motivate, and develop a team.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Proficient in using CRM software and other customer service tools.

Responsibilities

• Lead and supervise a team of CCT representatives, providing guidance, coaching, and performance feedback.
• Oversee daily CCT operations, including call handling, email responses, and chat support, ensuring adherence to SLAs.
• Develop and implement strategies to improve customer satisfaction and team productivity.
• Conduct regular team meetings and training sessions to enhance skill sets and product knowledge.
• Handle escalated customer inquiries and resolve complex issues with professionalism and efficiency.
• Monitor team performance metrics, analyze data, and generate reports for management.
• Collaborate with other departments to ensure seamless customer service and problem resolution.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Participate in recruitment and onboarding of new CCT team members.

Skills

Team leadership

Customer service

Communication

Problem solving

CRM software

Education

Bachelor's degree in Business Administration/Communications

Tools

CRM software

Job description

Credit Saison India is seeking a Customer Contact Team Lead to guide a CCT, ensuring efficient customer support operations and a positive customer experience in the Philippines. You will supervise a team across calls, email and chat, monitor SLAs, coach staff, handle escalations, and collaborate with other departments to resolve issues and boost satisfaction.

A bachelor’s degree and 3–5 years in customer service, with at least 1–2 years in leadership, are required along with strong communication