Customer Experience Team Lead

PeopleMatter Consulting Corp.; Taguig; On-site; PHP 446,400 - 669,600; Full time

Job summary

A leading consulting firm in Metro Manila is seeking a Customer Service Team Leader to oversee and motivate a team of representatives, ensuring high-quality service and customer satisfaction. The ideal candidate will possess strong leadership skills, exceptional communication abilities, and a background in customer service. This role offers the opportunity to drive performance improvements and create a collaborative work environment.

Qualifications

• Proven ability to lead and motivate a customer service team.
• Exceptional written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Proficiency in customer service software and CRM tools.
• A passion for delivering exceptional customer service.

Responsibilities

• Lead and motivate a team of customer service representatives.
• Set performance goals and provide coaching.
• Oversee customer issue resolution across multiple channels.
• Monitor team interactions for quality assurance.
• Track KPIs and provide insights for improvement.
• Manage escalated customer issues efficiently.
• Identify areas for process improvement.

Skills

Team Leadership

Customer Service Management

Analytical Skills

Communication Skills

Problem-Solving

Education

Bachelor’s degree in Business Management, Marketing or related field

Tools

Customer service software

CRM tools

Job description

A leading consulting firm in Metro Manila is seeking a Customer Service Team Leader to oversee and motivate a team of representatives, ensuring high-quality service and customer satisfaction. The ideal candidate will possess strong leadership skills, exceptional communication abilities, and a background in customer service. This role offers the opportunity to drive performance improvements and create a collaborative work environment.