Customer Service Team Lead

I-Merex Group of Companies, Inc.; Parañaque; On-site; PHP 469,000 - 737,000; Full time

Job summary

I-Merex Group of Companies, Inc. in Parañaque, Philippines, is looking for a Customer Service Team Lead to support the Operations Manager in guiding the Customer Service Representatives, ensuring timely resolution of inquiries, and upholding service standards across the team.

You will assign tasks, monitor performance, handle escalations, coach staff, and report outcomes. Strong communication, leadership, and organizational skills are essential, along with the ability to work Monday to Saturday,

Qualifications

• Bachelor's degree in related field preferred.
• At least 2 years in customer service or logistics.
• Experience in a team lead or supervisory role preferred.
• Strong customer service and communication skills.
• Ability to manage multiple priorities and work under pressure.

Responsibilities

• Assign and distribute work among Customer Service Representatives.
• Provide operational instructions within established company policies and procedures.
• Respond to escalated serious customer complaints and operational issues.
• Recommend improvements in customer service processes and work procedures.
• Recommend appropriate coaching, training, or corrective action for team members based on observed performance.
• Handle escalated customer concerns and ensure timely and accurate resolution.
• Monitor service quality and productivity of the assigned team.
• Maintain proper communication and coordination with other departments.
• Provide accurate and timely reporting to the Operations Manager.
• Maintain confidentiality of customer and company information.

Skills

Communication

Leadership

Problem-solving

Organization

MS Office

Customer service

Team supervision

Education

Bachelor's degree in Business Admin / Logistics / Ops

Tools

Microsoft Office

Job description

About the role

The Customer Service Team Lead is responsible for assisting the Operations Manager in managing the day-to-day activities of the Customer Service team. The position provides guidance and support to Customer Service Representatives, monitors service quality and productivity, handles escalated customer concerns, and ensures that customer requests and operational requirements are properly coordinated and resolved. The Team Lead serves as a key link between the Customer Service team and the Operations Manager and helps ensure that company policies, procedures, service standards, and operational objectives are consistently followed.

Key responsibilities

• Assign and distribute work among Customer Service Representatives


• Provide operational instructions within established company policies and procedures


• Respond to escalated serious customer complaints and operational issues


• Recommend improvements in customer service processes and work procedures


• Recommend appropriate coaching, training, or corrective action for team members based on observed performance


• Handle escalated customer concerns and ensure timely and accurate resolution


• Monitor service quality and productivity of the assigned team


• Maintain proper communication and coordination with other departments


• Provide accurate and timely reporting to the Operations Manager


• Maintain confidentiality of customer and company information

About you

• Bachelor's degree in Business Administration, Logistics, Operations Management, or a related field preferred


• At least 2 years of experience in customer service, logistics, freight forwarding, transportation, or a related industry


• Previous experience in a team lead, senior customer service, or supervisory capacity preferred
  
• Strong customer service and communication skills


• Good leadership and people-management skills


• Strong problem-solving and decision-making abilities


• Good knowledge of logistics, delivery, freight forwarding, or related operations


• Proficient in Microsoft Office and other relevant computer applications


• Organized, detail-oriented, and able to manage multiple priorities


• Ability to work under pressure and meet deadlines

Willing to work from Monday to Saturday, 8:00am to 5:00pm