Customer Experience Team Leader (Pooling)

MicroSourcing; Philippines; On-site; PHP 420,000 - 680,000; Full time

Benefits offered by this job

Above-market compensation

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Pasay City, Metro Manila, is seeking a Customer Experience Team Leader to drive excellence in service across online orders and inquiries. You will lead a small team, coach members, monitor social channels, and coordinate with Buyers, Allocators, and partners to resolve issues. The role offers onsite day shift and opportunities for growth.

Join a dynamic team focused on delivering superior customer experiences through collaboration and continuous improvement.

Qualifications

• Excellent communication skills in English (written and spoken).
• Ability to manage multiple inquiries across channels effectively.
• Customer service mindset with focus on delivering superior experience.

Responsibilities

• Lead the team in addressing customer inquiries including online orders to deliver exceptional service.
• Manage inquiries across all channels: phone, email, and social media.
• Coordinate with Buyers, Allocators and Australia Post to resolve issues.
• Provide ongoing training and coaching for team members.

Skills

Exceptional English communication

Strong communication

Customer focus

Time management

Developing others

Delivering results

Results oriented

Friendly, positive

Job description

Job Type: Full-Time. Location: Mall of Asia, Pasay City, Metro Manila, Philippines. Work setup & shift: Onsite | Day shift.

Job Description

Discover your 100% YOU with MicroSourcing!

Position: Customer Experience Team Leader

Why join MicroSourcing?

You’ll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Job Overview

• Support Customer Experience Manager
• Lead the team in answering all queries relating to customer enquiries including online orders to deliver an exceptional customer experience
• Manage all enquiries across all channels including phone, email, and social media
• Liaise with Buyers, Allocators and Australia Post to resolve queries where necessary
• Ongoing training and coaching for team members
• Social media monitoring and responding
• Will be able to take calls and chat or other assistance from the team whenever needed
• Weekly reports

Other Skills / Qualification

• Customer Focus, superior customer service
• Friendly, positive
• Results oriented
• Delivering results
• Strong communication
• Time management
• Developing others
• Exceptional English communication written and verbal

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive. At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

Terms & conditions apply.