Customer Service Team Lead — Mentor, Optimize & Elevate CX

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 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.