Team Leader – Customer Service (F&B / Hospitality)

Antasis Inc.; Cebu City; On-site; PHP 420,000 - 660,000; Full time

Job summary

Antasis Inc. is seeking an experienced Team Leader to guide a customer service team in a fast-paced environment. You will drive performance, coach agents, and ensure adherence to service standards across hospitality-related operations.

The role requires hands-on leadership, strong English communication, and the ability to translate service goals into actionable improvements. An F&B/hospitality background is highly valued.

Qualifications

• 2–3 years in a Team Leader or supervisory role in a BPO, customer service, or contact center environment.
• F&B or hospitality industry experience is highly preferred, particularly in restaurants, hotels, food service, or guest relations.
• Strong understanding of customer service operations, service recovery, complaint handling, and customer experience management.
• Proven ability to manage team performance, coach employees, and drive operational results.
• Excellent leadership, communication, problem-solving, and decision-making skills.
• Ability to interpret performance metrics and translate findings into actionable improvement plans.
• Strong organizational skills and the ability to manage competing operational priorities.
• Proficient in Microsoft Office, reporting tools, and customer service platforms.
• Excellent command of written and spoken English.

Responsibilities

• Lead, supervise, and motivate a team of Customer Service Representatives to achieve operational targets and service quality standards.
• Monitor daily team performance, including attendance, productivity, customer satisfaction, response times, and other key performance indicators.
• Provide regular coaching, feedback, and performance improvement plans to help agents meet expectations.
• Ensure agents consistently follow established customer service standards, operational procedures, and client‑specific guidelines.
• Handle escalated customer concerns and provide appropriate resolutions while maintaining professionalism and service excellence.
• Identify performance gaps, recurring customer concerns, and operational challenges, then recommend actionable improvements.
• Coordinate with Operations, Quality Assurance, and Training teams to ensure alignment in service delivery and continuous improvement.
• Conduct team huddles, performance reviews, and regular coaching sessions.
• Prepare and submit accurate team performance reports and operational updates to management.
• Ensure proper implementation of process updates, policy changes, and operational directives.

Skills

Team leadership

Customer service operations

Coaching and feedback

Performance management

English proficiency

Analytical thinking

Tools

MS Office

Job description

About the Role

We are looking for an experienced and results-driven Team Leader with a strong background in customer service, preferably within the Food & Beverage (F&B) and hospitality industry. The ideal candidate has hands‑on experience managing customer service teams, maintaining service quality, driving operational performance, and developing agents to deliver exceptional customer experiences. We are looking for someone who understands the demands of hospitality operations and can translate service standards into consistent team performance.

Key Responsibilities

• Lead, supervise, and motivate a team of Customer Service Representatives to achieve operational targets and service quality standards.

• Monitor daily team performance, including attendance, productivity, customer satisfaction, response times, and other key performance indicators.

• Provide regular coaching, feedback, and performance improvement plans to help agents meet expectations.

• Ensure agents consistently follow established customer service standards, operational procedures, and client‑specific guidelines.

• Handle escalated customer concerns and provide appropriate resolutions while maintaining professionalism and service excellence.

• Identify performance gaps, recurring customer concerns, and operational challenges, then recommend actionable improvements.

• Coordinate with Operations, Quality Assurance, and Training teams to ensure alignment in service delivery and continuous improvement.

• Conduct team huddles, performance reviews, and regular coaching sessions.

• Prepare and submit accurate team performance reports and operational updates to management.

• Ensure proper implementation of process updates, policy changes, and operational directives.

Qualifications

• At least 2–3 years of experience in a Team Leader or supervisory role within a BPO, customer service, or contact center environment.

• F&B or hospitality industry experience is highly preferred, particularly in restaurants, hotels, food service, or guest relations.

• Strong understanding of customer service operations, service recovery, complaint handling, and customer experience management.

• Proven ability to manage team performance, coach employees, and drive operational results.

• Excellent leadership, communication, problem‑solving, and decision‑making skills.

• Ability to interpret performance metrics and translate findings into actionable improvement plans.

• Strong organizational skills and the ability to manage competing operational priorities.

• Proficient in Microsoft Office, reporting tools, and customer service platforms.

• Excellent command of written and spoken English.

What We Are Looking For

• A hands‑on leader who leads by example and takes ownership of team performance.

• Someone who understands hospitality service standards and the importance of customer experience.

• A proactive problem‑solver who can identify issues and implement practical solutions.

• A people‑oriented leader who can develop talent while maintaining accountability.

• Someone who can thrive in a fast‑paced customer service environment while ensuring consistent service delivery.