Service Delivery Lead/ CSR Team Lead - Cebu City

Location: Cebu City

Schedule: Shifting Schedule & Full Onsite

Qualifications:

• Open for High School Graduate, Vocational Graduate or any Bachelor Degree
• 4-6 years relevant experience as Senior Team Lead, Service Delivery or CSR Supervisor
• Can handle bulk number of agents (15-25 agents)
• Can perform team coaching, process improvement and change management
• Background in retail account is a plus
• Excellent English communication skills
• Amenable to work Onsite
• Can work in shifting schedule

Job description:

As a Support Lead, you will oversee and coordinate the customer support team, ensuring the delivery of exceptional service through email and chat channels. You will be responsible for managing team performance, enhancing communication practices, and resolving complex customer issues. Your role will involve guiding team members, maintaining high standards of email and chat etiquette, and ensuring smooth and efficient support operation.

Key Responsibilities:

Team Leadership: Supervise and mentor the consumer support team, providing guidance, feedback, and training to ensure high performance and professional growth.

Operational Oversight: Monitor daily operations to ensure that all customer interactions via email and chat meet company standards for professionalism and efficiency.

Customer Interaction: Handle escalated customer inquiries and complex issues, providing effective solutions and ensuring a high level of customer satisfaction.

Performance Management: Evaluate team performance, set objectives, and implement strategies to achieve performance targets and improve service quality.

Process Improvement: Identify opportunities for process enhancements and work with the team to implement best practices in email and chat communication.

Documentation Management: Oversee the processing and management of documentation, including welcome letters, statements, and cancellation notices.

Account Oversight: Ensure accurate and timely updates to customer account details, including personal information, payment adjustments, and record keeping.

Training and Development: Conduct training sessions on email/chat etiquette and customer service best practices to enhance team skills and performance.

Reporting: Prepare and present regular reports on team performance, customer feedback, and service metrics to management.

To apply, please send your updated resume to: [Confidential Information], email: [Name] - SDL or send a Viber message to: 09086536160