Hybrid Customer Care Team Lead

API Delevan, Inc.; Pasig; Hybrid; PHP 800,000 - 1,200,000; Full time

Job summary

Regal Rexnord is seeking a Customer Service Supervisor/Manager to guide a hybrid team in Manila-Pasig. You will direct performance, coach staff, and drive improvements across processes and workflows. Strong communication and leadership are essential to deliver high service levels.

The role emphasizes mentoring, escalation management, and collaboration with multiple departments to meet customer needs while maintaining CRM records and adherence to ITC guidelines.

Qualifications

• 4 Year College Degree.
• Advanced customer service experience.
• Experience in Regal Customer Service operations is preferred.
• PC skills: PowerPoint, Word, Excel, Access, E-mail/Outlook, Internet/Intranet for business functions.
• Strong problem-solving and troubleshooting skills.
• Demonstrate leadership qualities and good people skills.
• Excellent written and oral communication in English.
• Travel: Not Required.

Responsibilities

• Lead and direct customer service personnel, including supervisors and management.
• Provide escalation leadership and coaching to drive continuous improvement.
• Monitor team performance and develop action plans.
• Maintain daily/weekly goals aligned to business strategy.
• Coach, mentor, and develop team members with feedback and training.
• Ensure timely completion of administrative tasks and reporting.
• Facilitate two-way communication between team and management.
• Support product and process trainings for CS staff.

Skills

Leadership

Communication

Negotiation

Analytical skills

Problem-solving

Multitasking

Team leadership

English language

Education

4 Year College Degree

Tools

PowerPoint

Word

Excel

Access

E-mail/Outlook

Internet/Intranet

Job description

Regal Rexnord is seeking a Customer Service Supervisor/Manager to guide a hybrid team in Manila-Pasig. You will direct performance, coach staff, and drive improvements across processes and workflows. Strong communication and leadership are essential to deliver high service levels.

The role emphasizes mentoring, escalation management, and collaboration with multiple departments to meet customer needs while maintaining CRM records and adherence to ITC guidelines.