Equipment Support

PeopleMatter Consulting Corp.; Taguig; On-site; PHP 446,400 - 669,600; Full time

Job summary

A leading consulting firm in Metro Manila is seeking a Customer Service Team Leader to oversee and motivate a team of representatives, ensuring high-quality service and customer satisfaction. The ideal candidate will possess strong leadership skills, exceptional communication abilities, and a background in customer service. This role offers the opportunity to drive performance improvements and create a collaborative work environment.

Qualifications

• Proven ability to lead and motivate a customer service team.
• Exceptional written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Proficiency in customer service software and CRM tools.
• A passion for delivering exceptional customer service.

Responsibilities

• Lead and motivate a team of customer service representatives.
• Set performance goals and provide coaching.
• Oversee customer issue resolution across multiple channels.
• Monitor team interactions for quality assurance.
• Track KPIs and provide insights for improvement.
• Manage escalated customer issues efficiently.
• Identify areas for process improvement.

Skills

Team Leadership

Customer Service Management

Analytical Skills

Communication Skills

Problem-Solving

Education

Bachelor’s degree in Business Management, Marketing or related field

Tools

Customer service software

CRM tools

Job description

Responsibilities

• Team Leadership & Supervision: Lead and motivate a team of credit customer service representatives, ensuring they deliver high-quality service across all communication channels.
• Performance Management: Set clear performance goals, track individual and team progress, and provide regular feedback and coaching to ensure that service standards are met and exceeded.
• Customer Experience Management: Oversee the resolution of customer issues and inquiries across multiple touchpoints (phone, email, chat, etc.), ensuring timely, accurate, and professional responses.
• Quality Assurance: Monitor and evaluate team interactions with customers to ensure compliance with company policies, quality standards, and customer satisfaction objectives.
• Reporting & Analytics: Track and report on key performance indicators (KPIs) such as response times, customer satisfaction, and team performance. Provide insights and recommendations for improvement.
• Collaboration with Other Departments: Work closely with the in country EQS, Country Customer Service Business Partners to resolve customer issues, share feedback, and enhance overall service delivery.
• Escalation Handling: Manage escalated customer issues and complaints in a timely and efficient manner, ensuring that all problems are resolved to the customer’s satisfaction.
• Continuous Improvement: Proactively identify areas for process improvement in the customer service experience and suggest strategies to enhance the team’s productivity and customer satisfaction.
• Build a solid collaborative network: by bridging effectively with the in-country commercial teams (e.g., Head of Commercial Operations, Continuous Improvement and other local or corporate functions) and with the above-country counterparts (e.g., Head of Commercial Operations Services, GPO)
• Training & Development: Identify training needs, and partner with the Shared Services Enablement team to deliver tailored learning to improve the team’s skills in using different communication platforms and resolving customer issues.

Qualifications

• Proven ability to lead, coach, and motivate a team of customer service representatives, with a focus on driving performance and maintaining a high level of customer satisfaction.
• Exceptional written and verbal communication skills, with the ability to effectively communicate with customers and team members across all channels.
• Strong analytical and problem-solving skills, with the ability to quickly assess situations, resolve customer issues, and make decisions under pressure.
• Proficient in using customer service software, CRM tools, and other relevant technologies
• Passion for delivering exceptional customer service and ensuring a seamless and satisfying experience across all touchpoints.
• Bachelor’s degree in Business Management, Marketing or related field