Senior Customer Service Lead - Escalations & Coaching

Webzoid System Solutions Corporation; Parañaque; On-site; PHP 420,000 - 660,000; Full time

Job summary

Webzoid System Solutions Corporation in Parañaque City is seeking an experienced Senior Customer Service Executive to support our operations across phone, live chat, and email channels. The role handles complex customer concerns, escalations, and coaching of junior staff to maintain service standards.

You will work onsite, adapt to shifting schedules, and collaborate with other departments to resolve issues and ensure customer satisfaction while upholding confidentiality and quality.

Qualifications

• 1–3 years in Customer Service roles (CS Specialist, Chat/Voice).
• At least 1 year of senior agent or escalation support experience is an advantage.
• BPO experience is preferred.
• Local gaming or e-casino CS experience is a strong advantage.
• Excellent command of written English and Tagalog; able to converse fluently.

Responsibilities

• Handle inquiries, complaints, and account concerns via phone, live chat, and email.
• Provide accurate product/service information and maintain professional experience.
• Manage escalated or sensitive cases with judgment and care.
• Support junior agents and assist in resolving complex issues.
• Conduct outbound follow-ups when needed and monitor interactions.
• Provide feedback to maintain service quality and document interactions.
• Assist in ensuring adherence to procedures, guidelines, and response standards.
• Coach and guide Customer Service Executives when needed.
• Identify recurring issues and report to supervisors for improvement.
• Maintain accurate records of interactions with confidentiality.
• Prepare reports and coordinate with other departments to resolve issues.
• Share customer feedback for product and process improvements.
• Stay updated on products, promotions, and system updates.
• Support quality, productivity, satisfaction, loyalty, and retention initiatives.
• Maintain a professional, customer-focused, and compliant service environment.
• Perform additional duties as assigned to support operations and team success.

Skills

Customer service

Escalation handling

Team support

English & Tagalog

MS Office / Office tools

Communication skills

Tools

MS Office

CRM systems

Job description

Webzoid System Solutions Corporation in Parañaque City is seeking an experienced Senior Customer Service Executive to support our operations across phone, live chat, and email channels. The role handles complex customer concerns, escalations, and coaching of junior staff to maintain service standards.

You will work onsite, adapt to shifting schedules, and collaborate with other departments to resolve issues and ensure customer satisfaction while upholding confidentiality and quality.