Customer Operations Team Lead

KDCI Outsourcing; Metro Manila; Sur place; PHP 600 000 - 900 000; Plein temps

Résumé du poste

KDCI Outsourcing is seeking a Team Lead to manage daily customer service and order management, coordinate team priorities, and oversee client communication and reporting.

The ideal candidate will help with new account launches, process setup, and documentation, and build repeatable workflows. Adaptability in evolving environments is essential.

This role requires strong English communication, coaching skills, and the ability to establish structure and SOPs.

Qualifications

• 1-3 years of experience as a Team Lead, SME, or Project Coordinator in Customer Service, Order Management, Operations Support, or related field.
• Experience leading teams, coordinating workloads, monitoring performance, and ensuring tasks are completed on time.
• Experience independently handling customer concerns, escalations, and order-related issues.
• Experience supporting new account launches, campaign launches, business setups, or process implementations.
• Strong written and verbal English communication skills, with the ability to coordinate effectively with clients and internal stakeholders.
• Proficiency in Microsoft Excel or Google Sheets.

Responsabilités

• Coordinate daily team activities, workloads, priorities, and deadlines to ensure smooth operations.
• Monitor customer service and order management tasks for timely and accurate completion.
• Track team attendance, productivity, quality, and overall performance.
• Provide coaching, feedback, and follow-up discussions to support team performance.
• Support onboarding, training reinforcement, and implementation of process updates.
• Maintain clear and timely communication with clients and internal stakeholders regarding updates, concerns, and operational requirements.
• Map workflows, responsibilities, handoffs, and escalation points to improve process clarity.

Connaissances

Team leadership

Customer service

Order management

Coaching & feedback

Process documentation

SOP development

Cross-functional coordination

English communication

Time management

Attention to detail

Outils

CRM software

Ticketing systems

MS Excel / Google Sheets

E-commerce platforms

Description du poste

KDCI Outsourcing is seeking a Team Lead to manage daily customer service and order management, coordinate team priorities, and oversee client communication and reporting.

The ideal candidate will help with new account launches, process setup, and documentation, and build repeatable workflows. Adaptability in evolving environments is essential.

This role requires strong English communication, coaching skills, and the ability to establish structure and SOPs.