Customer Service Team Leader

FT Lending Master Philippines, Corp.; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

FT Lending Master Philippines, Corp. is seeking a Customer Service Team Lead to supervise a group of representatives and drive productivity, attendance, and quality metrics. The role involves handling complex disputes and ensuring compliance with SEC and privacy policies.

The candidate will coach staff, monitor SLA performance, and coordinate with credit and collections to resolve operational issues affecting customers. This is a full-time on-site role in the Philippines.

Responsibilities

• Lead a team of customer service representatives to meet productivity, attendance, quality control scores and customer satisfaction targets.
• Conduct regular coaching, daily huddles, and monthly performance reviews to boost morale and skills.
• Personally handle and resolve complex customer complaints, billing disputes, repayment inquiries and fraud risk reports escalated from frontline service.
• Ensure strict compliance with SEC or local regulations and the company’s data privacy policy for handling sensitive information.
• Manage daily service queues (inbound calls, chat, emails), monitor response speed, first-contact resolution, and average handling time to meet SLAs.
• Collaborate with credit review and collection teams to identify and resolve systemic issues affecting customer satisfaction.

Job description

About the role

Lead a team of customer service representatives to ensure departmental goals are achieved in terms of productivity, attendance, quality control scores, and customer satisfaction. Handle and resolve complex customer complaints, billing disputes, repayment inquiries, and fraud risk reports escalated from frontline customer service.

Key responsibilities

• Supervise and lead a team of customer service representatives to ensure departmental goals are achieved in terms of productivity, attendance, quality control scores, and customer satisfaction

• Conduct regular one-on-one coaching, daily meetings, and monthly performance reviews, using recognition and incentives to boost team morale and professional skills

• Personally handle and resolve complex customer complaints, billing disputes, repayment inquiries, and fraud risk reports escalated from frontline customer service

• Strictly adhere to SEC or local regulatory requirements and the company's internal data privacy policy, ensuring team members are fully compliant when handling sensitive customer information

• Manage daily customer service queues (inbound calls, online chat, emails), monitor response speed, first-response rate (FCR), and average processing time (AHT) to ensure SLAs are met

• Work closely with the credit review and collection departments to quickly identify and resolve systemic process issues leading to customer dissatisfaction