Non Voice: Team Lead - Makati - Morning shift/Mid Shift - Start Asap

Job Details:

Start date: ASAP

Qualifications:

• Must have 3 years of experience in a supervisory or team lead position within a customer service setting
• Background in the same industry (Non-voice Team Lead), payments, or financial services
• Experience as a QA/Quality Analyst is a plus
• Exceptional communication and interpersonal skills with a strong ability to inspire and mentor a team
• Strong problem-solving and decision-making skills to manage escalations and challenges effectively
• Proficiency in data analysis and reporting to drive ongoing improvements
• Comprehensive understanding of call center operations and customer service best practices

Job Description:

• Team Leadership: Lead and support the consumer support team, offering guidance, feedback, and training to help them perform well and grow professionally.
• Operational Oversight: Oversee daily operations to ensure that all customer interactions through email and chat meet the company's standards for professionalism and efficiency.
• Customer Interaction: Manage escalated customer issues and complex inquiries, providing solutions to ensure high customer satisfaction.
• Performance Management: Assess team performance, set goals, and implement strategies to meet targets and improve service quality.
• Process Improvement: Identify areas for process improvements and collaborate with the team to apply best practices in email and chat communication.
• Documentation Management: Supervise the handling of documentation, including welcome letters, statements, and cancellation notices.
• Account Oversight: Ensure timely and accurate updates to customer account information, such as personal details, payment changes, and record maintenance.
• Training and Development: Lead training sessions on email/chat etiquette and customer service best practices to improve team skills and performance.
• Reporting: Prepare and present regular performance, customer feedback, and service metrics reports to management.