Customer Service Team Lead

Woolworths Group International; Pasig; On-site; PHP 480,000 - 640,000; Full time

Benefits offered by this job

Mentoring and training

Sick and vacation leave

Flexible working approach

Premium health insurance

Job summary

Woolworths Group Marketplaces in Manila is seeking a Customer Service Team Lead to oversee a team of representatives providing exceptional service. You will manage daily operations, handle inquiries and complaints, and coordinate with other departments to maintain high standards.

The role requires leadership experience in customer service, strong communication skills, and the ability to drive process improvements in a fast-paced e-commerce environment.

Qualifications

• Proven experience in a customer service supervisory or management role.
• Strong leadership and team management skills.
• Excellent communication skills, both verbal and written.
• Flexible to work in a fast-paced environment, with changing priorities.

Responsibilities

• Lead, mentor, and coach a team of customer service representatives, providing guidance and support to ensure a high level of performance.
• Set clear performance goals and expectations for the team and conduct regular performance evaluations.
• Conduct regular team meetings and provide ongoing training and development opportunities to enhance skills and knowledge.
• Handle employee issues, including performance concerns, conflict resolution, and disciplinary actions when necessary.
• Ensure all customer inquiries, concerns, and complaints are addressed promptly and effectively, maintaining high customer satisfaction.
• Monitor customer service channels (phone, email, chat, social media) for timely, accurate responses.
• Develop and optimize customer service processes and workflows to improve efficiency.
• Analyze metrics and KPIs, take actions to meet or exceed targets, present findings to management.

Skills

Team leadership

Customer service

Zendesk

E-commerce

Tools

Zendesk

Job description

Woolworths Group (Australia and New Zealand’s largest retailer) launched Woolworths Market Plus (WMP) in October 2023. WMP is the coming together of two businesses (BigW Market & Everyday Market).

WMP is a new platform for businesses to both sell and manage products across the Woolworths Group Marketplaces. A curated customer destination, bringing together a trusted ecosystem comprising three core banners: Everyday Market and BIG W Market. We have grown in the last year and now operate primarily across three hub locations: Manila, Melbourne & Sydney.

About the Role

As a Customer Service Team Lead, your primary responsibility is to lead and manage a team of customer service representatives to ensure exceptional customer experiences. You will be responsible for overseeing daily operations, handling customer inquiries and complaints, and working closely with other departments to maintain high service standards.

What You'll Do

• Lead, mentor, and coach a team of customer service representatives, providing guidance and support to ensure a high level of performance.
• Set clear performance goals and expectations for the team and conduct regular performance evaluations.
• Conduct regular team meetings and provide ongoing training and development opportunities to enhance skills and knowledge.
• Handle employee issues, including performance concerns, conflict resolution, and disciplinary actions when necessary.
• Ensure that all customer inquiries, concerns, and complaints are addressed promptly and effectively, maintaining a high level of customer satisfaction.
• Monitor customer service channels, including phone, email, chat, and social media, and ensure that responses are timely, accurate, and in line with company policies and guidelines.
• Develop and optimize customer service processes and workflows to improve efficiency and productivity.
• Analyze customer service metrics and KPIs, such as response times, first contact resolution, and customer satisfaction scores, and take necessary actions to meet or exceed targets.
• Prepare regular reports on customer service performance, including key metrics, trends, and customer feedback, and present findings to management.
• Identify areas for improvement and implement strategies to enhance customer service operations based on data-driven insights.

What You'll Bring

• Availabilityandwillingnesstoworkfull-timeonsiteduringthefirstthreemonthsofemploymentisrequired.
• Proven experience in a customer service supervisory or management role, preferably in an e-commerce environment.
• Strong leadership and team management skills, with the ability to motivate and inspire a team.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with customers and team members.
• Flexibility to work in a fast-paced, dynamic environment and adapt to changing priorities.
• Able to prioritize and time manage workload.
• Experience with Zendesk ticketing software and eCommerce is a plus.

What you’ll experience

• Be a part of Australia’s largest retailer
• Constant mentoring and training provided
• Generous sick and vacation leave
• A flexible approach to work
• Premium health insurance coverage

Everyone belongs at Woolworths Group

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.