Customer Service Representative (Team Lead)

J-K Network Services; Taguig; On-site; PHP 391,000 - 614,000; Part time

Job summary

A leading BPO company in Taguig is seeking a Team Leader with at least 4 years of experience in customer service and 3 years in a team leadership role. The ideal candidate will coach new team members, manage escalations, and ensure effective performance management. Candidates must be amenable to shifting schedules and able to start ASAP.

Qualifications

• Minimum 4 years experience in customer service in BPO/BPM industry.
• 3+ years in a Team Leader role.
• Experience handling teams with inbound calls.

Responsibilities

• Training new customer service team members.
• Leading teams in attrition and performance management.
• Coaching team members to resolve skill gaps and challenges.
• Managing user/customer escalations.
• Manage user/customer escalations and ensure issue ownership until resolution.

Skills

Coaching

Performance management

Attrition management

Team leadership

Governance

Escalation Handling

Education

Bachelor's Degree

Job description

On-site - Taguig 3-5 Yrs Exp Bachelor Part-time

Job Description

This company serve more than 30 years, it has grown to become one of the largest IT services companies in the world, They provide a wide array of services including software development, engineering, consulting, and BPO (Business Process Outsourcing).

Details

• Company Industry: BPO Company
• Work Location: BGC Taguig
• Work Schedule: Shifting Schedules

Responsibilities

• Training new customer service team members
• Effectively lead teams in duties including attrition management, performance management, career planning, and resource planning, among others.
• Help team members grow by coaching them, filling in knowledge gaps, and resolving skill and will challenges.
• Create and implement internal and external governance on a regular basis.
• Manage user/customer escalations and devise measures to address any issues and ensure ownership until they are resolved.

Qualifications

• College Graduate or any course
• Minimum experience of 4 years with customer service in the BPO/BPM industry
• 3 years in the role of a Team Leader
• Experience in handling a team of agents doing voice or inbound calls
• Amenable to work in shifting schedules
• Able to start ASAP
• Willingness to work in rotational shifts

Working Location and Safety

If the position requires you to work overseas, please be vigilant and beware of fraud.

• withholds your ID,
• requires you to provide a guarantee or collects property,
• forces you to invest or raise funds,
• collects illicit benefits,
• or other illegal situations.

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