Customer Service Representative Team Lead

Quanta Philippines; Mandaluyong; On-site; PHP 558,000 - 893,000; Full time

Job summary

Quanta Philippines is seeking a Customer Service Team Lead to direct the Customer Service Team in delivering high-quality support aligned with the company’s core values. You will provide guidance, foster a productive work environment, and address customer issues to maintain service excellence.

This role involves coordinating efforts, reporting monthly data by SKU, area, salesman and channel to stakeholders, and driving process improvements through strong leadership, planning and data analysis.

Qualifications

• Leadership and team management capabilities.
• Strong problem solving and analytical thinking.
• Excellent communication and presentation skills.
• Thorough product knowledge and ERP/BI familiarity.

Responsibilities

• Direct and guide the Customer Service Team to ensure high quality service.
• Maintain a productive and motivating work environment and address customer issues.
• Report By-SKU, By-area, By-Salesman and By-Channel Monthly Sales Data to stakeholders.

Skills

Leadership Skills

Problem Solving

Complaint Management

Product Knowledge

Planning and Organizing

Computer Savvy

Critical Thinking

Information and Data Analysis

Project Management

Communication and presentation skills

Tools

MS Office

Excel

ERP

BI

Job description

The Customer Service Representative Team Lead provides direction, instructions and guidance to the Customer Service Team. Ensure that the team members are providing high quality customer service in line with the company’s Core Values. CSM is responsible in providing a productive and motivating work environment and addressing any issues from customers or clients. Maintains & releases record of By-SKU, By-area, By-Salesman and By-Channel Monthly Sales Data to all stakeholders.

COMPETENCIES AND SKILLS

• Leadership Skills– the ability to oversee a team and ensure their continued development, commitment, motivation and contribution to the organization.
• Problem Solving– generating, evaluating and implementing solutions to problems
• Complaint Management– the ability to handle customer issues and concerns and consistently find means to convert a dissatisfied client to a loyal customer
• Product Knowledge- Thorough knowledge of the products and services of the company
• Planning and Organizing– Planning and prioritizing work to manage time effectively and accomplish assigned tasks
• Computer Savvy- Good knowledge of computers and MS Office, especially Excel; adept in the use of ERP and analytical tools such as BI
• Critical Thinking– Using logical thought processes to analyze information and draw conclusions
• Information and Data Analysis-Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
• Project Management– initiating, planning, executing, controlling, and closing the work of ateamto achieve specific goals and meet specific success criteria at the specified time
• Communication and presentation skills– communicating effectively in written or verbal form; ability to listen, receive and understand messages and respond accordingly