Service Team Lead - Customer Experience

Citigroup Business Process Solutions Pte. Ltd.; Pateros; On-site; PHP 446,000 - 759,000; Full time

Job summary

Citigroup Business Process Solutions Pte. Ltd. in the Philippines seeks a Service Supervisor to oversee a Customer Service team’s daily workflow and ensure performance goals are met.

You will allocate tasks, guide the team, and handle routine service activities, escalating issues as needed. Responsibilities include evaluating performance, recommending rewards or hires, improving procedures, and maintaining high client satisfaction.

Qualifications

• 2 years of relevant experience in a customer service role.
• Ability to deal with conflict/change resistance.
• Ability to identify and deliver business results.
• Proficient project management skills.
• Effective verbal and written communication and presentation skills.
• Effective influencing and relationship management skills.
• Proven ability to adapt and apply creative and analytical skills in leadership roles.

Responsibilities

• Allocate work for a small Customer Service team (up to 17) and act as team leader.
• Oversee and perform Customer Service activities and resolve issues.
• Evaluate performance and recommend pay promotions or hires.
• Recommend new work procedures as needed.
• Make evaluative judgments to solve problems based on data and experience.
• Ensure team meets performance and quality expectations and is responsible for end results.
• Develop communications to exchange ideas and information.
• Assist as a backup manager when needed.
• Fulfilling clients’ needs while providing an exceptional client experience and meeting metrics.
• Drive compliance and risk awareness, safeguarding firm's reputation and assets.

Skills

Conflict resolution

Deliver business results

Project management

Verbal communication

Written communication

Leadership experience

Adaptability

Education

Bachelor's degree or equivalent

Job description

Citigroup Business Process Solutions Pte. Ltd. in the Philippines seeks a Service Supervisor to oversee a Customer Service team’s daily workflow and ensure performance goals are met.

You will allocate tasks, guide the team, and handle routine service activities, escalating issues as needed. Responsibilities include evaluating performance, recommending rewards or hires, improving procedures, and maintaining high client satisfaction.