Team Lead & Senior Customer Service Representative (Claims Admin Account)

FPT Software Philippines Corporation; Cebu City; On-site; PHP 391,000 - 614,000; Full time

Job summary

FPT Software Philippines Corporation is seeking a Customer Service Agent Supervisor to lead daily floor operations for the Philippines and Australia queues from Cebu IT Park. This onsite role requires coordinating resources, ensuring SLA and quality, and guiding a multi-market team in a client-facing capacity.

You will supervise agents, manage escalations, and partner with the Philippines Site Lead to maintain smooth operations and high service standards.

Qualifications

• Diploma or bachelor's degree in any field; HS/Senior High/College level with CSR experience accepted.
• 2–3 years of BPO/contact centre experience, including 1–2 years in a supervisory role
• Experience in Claims Administration
• Proficient in Tagalog and English; client-facing English required
• Proven track record meeting SLA, quality, and productivity targets
• Comfortable with remote/overseas reporting line; strong self-management and communication

Responsibilities

• Manage daily floor operations and resourcing across Philippines and Australia queues
• Own SLA, productivity, and quality performance; report into client governance cadence with overseas Account Manager and Operations Manager
• Handle escalations beyond agent-level resolution authority
• Oversee quality of the Claims Administration function delivered by Agents for the Australia team
• Coach and performance-manage agents and the Senior Agent; drive quality calibration
• Own resource demand planning and roster design across coverage windows
• Act as the first point of client-facing contact for day-to-day operational queries
• Coordinate with the Philippines Site Lead on local site matters, facilities and on-ground support

Skills

CSR experience

Team leadership

SLA management

Quality control

Multilingual communication

Client-facing communication

Education

Diploma or Bachelor's degree

Job description

About the role

Customer Service Agent supporting a leading global insurtech client, delivering device protection customer service across voice and digital channels for the Philippines market.

Key responsibilities

• Manage daily floor operations and resourcing across both Philippines and Australia queues

• Own SLA, productivity, and quality performance; report into client governance cadence, working closely with the overseas Account Manager and Operations Manager

• Handle escalations beyond agent-level resolution authority

• Oversee quality of the Claims Administration function delivered by the Agents for the Australia team

• Coach and performance-manage agents and the Senior Agent; drive quality calibration

• Own resource demand planning and roster design across both coverage windows

• Act as the first point of client-facing contact for day-to-day operational queries

• Coordinate with the Philippines Site Lead on local site matters, facilities, and on-ground support

About you

• Diploma or Bachelor's degree in any field, or undergraduates of HS/Senior High/College level with CSR experience

• Minimum 2–3 years of BPO/contact centre experience, including at least 1–2 years in a team leadership or supervisory role

• Experienced in Claims Administration

• Good command of written and spoken Tagalog and English (C1 proficiency or equivalent); confident English essential for client-facing work

• Proven track record managing SLA, quality, and productivity targets

• Comfortable operating with a remote/overseas reporting line, with strong self-management and proactive communication skills

• Experience managing a multi-market or multi-language team is an advantage

Work Arrangement

Work set-up: Onsite

Work schedule: Dayshift

Work location: Cebu IT Park