Global Customer Service Team Lead - Cebu

Fusion CX; Cebu City; On-site; PHP 469,000 - 714,000; Full time

Job summary

A global customer experience company is hiring a Customer Service Team Leader in Cebu. This role involves guiding and motivating customer service representatives to deliver exceptional experiences. Key responsibilities include overseeing staff activities, training, and monitoring performance to ensure compliance with standards. Ideal candidates will have supervisory experience in customer service or sales, a relevant degree, and strong communication skills. This position requires on-site work and offers opportunities for professional development within a supportive culture focused on excellence.

Qualifications

• At least two years of supervisory experience in customer service or sales.
• Experience in background checks, pre-employment screening, or human resources is beneficial.
• Must be willing to work onsite in Cebu.

Responsibilities

• Oversee customer service staff activities, ensuring adherence to performance standards and company policies.
• Monitor and evaluate calls, providing feedback and coaching.
• Drive team performance to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Train staff on customer service excellence and organizational policies.
• Analyze performance data to inform management decisions.
• Facilitate effective communication among team members, management, and clients.

Skills

Excellent communication skills in English

Effective people management capabilities

Proficient in technology including Avaya

Strong skills in Excel, PowerPoint, and Outlook

Stress management

Conflict resolution

Education

Bachelor’s or college degree in any field

Job description

A global customer experience company is hiring a Customer Service Team Leader in Cebu. This role involves guiding and motivating customer service representatives to deliver exceptional experiences. Key responsibilities include overseeing staff activities, training, and monitoring performance to ensure compliance with standards. Ideal candidates will have supervisory experience in customer service or sales, a relevant degree, and strong communication skills. This position requires on-site work and offers opportunities for professional development within a supportive culture focused on excellence.