Customer Support Representative - Team Lead

Teamified; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health insurance

Paid time off

13th month pay

Job summary

Teamified is seeking a Senior Customer Support Representative/Team Leader to lead the offshore customer service team and support Australian and New Zealand clients. The role combines hands-on handling of complex customer and order issues with accountability for team performance, coaching, quality, and reporting.

The candidate will act as the primary link between the offshore team and the Australia-based Customer Services Manager, ensuring service levels are met across regions.

Qualifications

• 5+ years of customer service experience.
• 2+ years leading or supervising a team.
• Experience supporting Australian or New Zealand customers in B2B/wholesale contexts.
• Strong written and spoken English; comfortable presenting to Australian stakeholders.
• Strong Excel and reporting skills.
• Knowledge of order management, CRM and ticketing systems (NetSuite preferred).

Responsibilities

• Lead, coach and develop an offshore team of Customer Service Representatives.
• Manage rosters, workload distribution and coverage across Australian business hours.
• Run daily huddles, one-on-ones and performance reviews.
• Own escalation handling for complex accounts and pricing, deliveries, returns and complaints.

Skills

Customer service

Team leadership

English communication

Australian/NZ support

Offshore team coordination

Excel & reporting

Tools

NetSuite

CRM systems

Ticketing systems

Microsoft Excel

Reporting tools

Job description

AbouttheCompany

OurclientisaleadingAustraliansupplierofpackagingandtradesupplyproducts,servingbusinessesacrossthewholesale,distributionandfoodservicesectors.WithcustomersacrossAustraliaandNewZealand,andanationaldistributionnetwork,theyarerecognisedfortheirreliableservice,broadproductrangeandlong-standingcustomerrelationships.Theytaketheirresponsibilityforenvironmentalandsocialimpactseriously.Theyarecommittedtodeliveringtop-tiercustomerserviceandarecurrentlyseekingaSeniorCustomerSupportRepresentative/TeamLeadertojointheirdedicatedteam.Ifyouhaveapassionforleadingpeopleandtheskillstodeliverconsistentservicestandards,weencourageyoutoapplyforthisopportunity.

RoleDetails

• Positiontitle:SeniorCustomerSupportRepresentative/TeamLeader
• Department:CustomerService
• Reportsto:CustomerServicesManager(Australia)
• Directreports:CustomerServiceRepresentatives(offshoreteam)

JobSummary

TheSeniorCustomerSupportRepresentative/TeamLeadertleadstheclient'soffshorecustomerserviceteamonaday-to-daybasis.Therolecombineshands-onhandlingofcomplexcustomerandorderissueswithresponsibilityforteamperformance,coaching,qualityandreporting.ItactsastheprimarylinkbetweentheoffshoreteamandtheCustomerServicesManagerinAustralia,ensuringservicestandardsaremetconsistentlyacrossallregions.

Responsibilities

TeamLeadership

• Lead,coachanddevelopateamofCustomerServiceRepresentatives,includingonboardingofnewhires
• Managedailyrosters,workloaddistributionandcoverageacrossAustralianbusinesshours
• Rundailyhuddles,regularone-on-onesandperformancereviews
• Setclearexpectations,monitorindividualperformanceandaddressissuesearly

ServiceDeliveryandEscalations

• Actastheescalationpointforcomplexaccount,pricing,delivery,returnsandcomplaintmatters
• Handlehigh-valueorsensitivecustomerinteractionspersonallywhererequired
• Coordinatewithsales,warehouse,freightandfinanceteamsinAustraliatoresolveissuesendtoend
• Ensuretheteammeetsagreedservicelevelsforresponsetime,accuracyandresolution

QualityandProcess

• Buildandmaintainstandardoperatingprocedures,templatesandaknowledgebasefortheteam
• Carryoutcallandemailqualityreviewsandprovidestructuredfeedback
• Identifyrecurringissuesandrootcauses,andrecommendprocessorsystemimprovements
• Supporttheroll-outofnewsystems,toolsorautomationwithinthecustomerservicefunction

ReportingandStakeholderManagement

• Prepareweeklyperformancereportscoveringvolumes,SLAs,qualityandkeyissues
• ProvideregularupdatesandamonthlyreviewtotheCustomerServicesManager
• Representtheoffshoreteaminplanningdiscussionsandcontributetocontinuousimprovementinitiatives

KeyPerformanceIndicators

• TeamSLAattainment(speedofanswer,emailresponsetime)
• Teamorderaccuracyandqualityscores
• Customersatisfaction(CSAT)acrosstheteam
• Escalationresolutiontime
• Teamattendance,retentionandengagement
• Timelinessandaccuracyofreporting

• 5ormoreyearsofcustomerserviceexperience,withatleast2yearsleadingorsupervisingateam
• ProvenexperiencesupportingAustralianorNewZealandcustomers,ideallyinaB2B,wholesale,distributionortradesupplyenvironment
• Strongworkingknowledgeofordermanagement,CRMandticketingsystems,preferablyNetSuite
• ExperiencesettingupormaintainingSLAs,QAframeworksandSOPs
• ConfidentcommunicatorinwrittenandspokenEnglish,comfortablepresentingtoAustralianstakeholders
• StrongExcelandreportingskills

Desirable

• Experiencebuildingorscalinganoffshorecustomerserviceteam
• Exposuretoprocessimprovementorautomationprojects
• Experienceinpackaging,FMCG,hospitalitysupplyorsimilarindustries
• Formalcustomerserviceorleadershiptraining(forexampleCCSP,LeanSixSigma)

PersonalAttributes

• Calm,decisiveandaccountableunderpressure
• Coachingmindsetwithgenuineinterestindevelopingothers
• Organisedandstructured,withstrongfollow-through
• Buildstrustquicklywithbothteammembersandseniorstakeholders
• Proactiveinidentifyingproblemsandproposingsolutions

WorkingArrangements

• Full-time,on-sitebased
• RosteredtoAustralianbusinesshours,withthepossibilityofstaggeredshiftsacrosstimezones(NSW,VIC,QLD,WA)
• Trainingprovidedbytheclientduringonboarding

WhatWeOffer:

• Healthinsurance
• Paidtimeoff
• 13thmonthpay