Onsite Customer Service Team Lead — Pasig

enablesGROUP

Pasig

On-site

PHP 558,000 - 893,000

Full time

2 days ago

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Benefits offered by this job

Health and life insurance from Day 1

Leave credits

Laptop provided

Pasig office location

Profit-sharing

Learning & development programs

Job summary

enablesGROUP in Pasig City is seeking a highly experienced Customer Service Team Lead to lead a fast-paced, high-volume operation and ensure exceptional customer experience aligned with brand standards.

The role focuses on coaching and developing team members, managing escalations, and sustaining top KPIs across email, live chat, and voice, while collaborating with Operations, Quality, and Training for continuous improvement. This is a 100% onsite position in Ortigas, Pasig.

Qualifications

4–5 years of Team Lead experience in customer service or similar high-volume ops.
Experience leading, coaching, and developing customer service teams.
Experience in high-volume, consumer-facing environments.
Experience managing customer journeys across email, live chat, and voice channels.
Strong skills in coaching, performance management, and KPIs.

Responsibilities

Lead, coach, and develop the Customer Service team to meet targets.
Manage day-to-day operations, workloads, queues, and staffing.
Monitor CSAT, Quality, Productivity, Attendance, AHT, SLA, and adherence.
Coach for performance reviews and development plans.
Handle escalations and ensure timely resolutions.
Ensure high-quality customer experience across channels (email, chat, voice).
Oversee orders, deliveries, returns, refunds, and payments in the customer journey.
Collaborate with Operations, Quality, Training, Workforce and other stakeholders.
Foster a positive, customer-focused team culture.