Customer Experience Team Lead

BUZUD (Roffe International Holdings Pte Ltd); Santo Niño 1st; On-site; PHP 350,000 - 520,000; Full time

Job summary

BUZUD (Roffe International Holdings Pte Ltd) seeks a Customer Service Supervisor to lead a team delivering support across phone, email and chat channels. You balance people leadership with day-to-day operations to optimize workflows and maintain high customer satisfaction.

You will train, supervise, schedule shifts, monitor quality, and handle escalations while partnering with Product, Logistics and Sales to address systemic issues and improve policies.

Qualifications

• Education: High School Diploma required; Associate's or Bachelor's degree preferred.
• Experience: 3+ years in a customer service role, with 1–2 years in leadership.
• Technical: Proficiency with CRM software, ticketing systems, and MS Office / Google Workspace.
• Core: Strong conflict-resolution, communication, time management, and data analysis abilities.

Responsibilities

• Lead, coach, and onboard new customer service representatives.
• Monitor performance, manage daily shift schedules, and ensure SLA compliance.
• Escalate high-priority issues and drive prompt, diplomatic resolutions.
• Track metrics, analyze trends, and refine workflows and policies.
• Collaborate with Product, Logistics, and Sales to address issues.

Skills

Team Leadership

Coaching

Operational Oversight

Escalation Management

Process Improvement

Cross-Department Collaboration

CRM Software

Communication Skills

Time Management

Data Analysis

Education

High School Diploma

Associate's or Bachelor's degree preferred

Tools

Salesforce

Zendesk

Freshdesk

MS Office / Google Workspace

Job description

BUZUD (Roffe International Holdings Pte Ltd) seeks a Customer Service Supervisor to lead a team delivering support across phone, email and chat channels. You balance people leadership with day-to-day operations to optimize workflows and maintain high customer satisfaction.

You will train, supervise, schedule shifts, monitor quality, and handle escalations while partnering with Product, Logistics and Sales to address systemic issues and improve policies.