Customer Care Team Leader (Retail Experience) | Work Onsite - Ortigas - Manila

CUSTOMER CARE TEAM LEADER

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WHAT IS A/AN CUSTOMER CARE TEAM LEADER?

The Customer Care Team Leader is responsible for:

• Managing their team in the day-to-day engagement with customers to provide solutions that fit individualised situations.
• Prioritising the customers' needs at each step of the process.

• Set the tone and pace for the Customer Care team, fostering a motivated, customer-focused, and productive work environment.
• Lead and support the customer care team in delivering exceptional service across all communication channels, including phone, email, live chat, SMS, and social media.
• members’ growth and success.
• Collaborate with Senior Management to identify process improvements and implement best practices within the customer care function.
• Oversee the use of multiple systems (e.g., M3, Magento, Fluent, phone and email platforms, and external applications like StarTrack) to ensure efficient and accurate customer service operations.
• Manage and drive the Customer Care team’s KPIs and performance standards to meet business objectives.
• Identify underperformance promptly and develop tailored improvement plans to support team
• Lead the onboarding and training of new team members to ensure smooth integration and strong foundations.
• Conduct regular one-on-one meetings with team members to provide coaching, feedback, and development support.
• Guide the team in effective problem-solving and ensure appropriate escalation of complex issues in line with established processes.
• Monitor and manage support ticket workflows to maintain timely responses and resolutions.
• Liaise with internal departments and external stakeholders to ensure customer needs are met and service standards are upheld.
• Collaborate cross-functionally with key stakeholders to ensure consistent communication and alignment across the business.

• Develop and implement strategic initiatives to enhance the customer experience and align with the company’s broader business objectives.
• Analyse customer feedback, service data, and team performance metrics to identify trends, gaps, and opportunities for improvement.
• Provide regular reports and strategic insights to senior leadership
• Lead continuous improvement projects aimed at streamlining processes, increasing efficiency, and boosting customer satisfaction.

• Oversee the accurate and timely processing of customer refunds, ensuring adherence to company policies and Australian Consumer Law (ACL).
• Assisting in developing and maintaining up-to-date processes
• Lead the development, documentation, and continuous improvement of customer service processes and procedures.
• Ensure consistent and accurate maintenance of customer records and interaction notes across internal systems by all team members.
• Conduct regular audits of administrative tasks to ensure data integrity, compliance, and adherence to service standards.
• Provide training and guidance to the team on the best administrative practices and compliance expectations.

WHAT ARE WE LOOKING FOR?

Prerequisite Skills:

• Previous experience leading a customer service team or environment.
• Strong leadership skills with a hands-on approach to support and lead by example
• Well-developed interpersonal skills and ability to build relationships with stakeholders at all levels.
• Strong communication skills via email, phone and in person.
• High standards and attention to detail.
• Effective time management and organisational skills to prioritise and manage team workflows
• Proven ability to build rapport, motivate, and support team members to achieve performance goals

Preferred Experience:

• Previous experience as a Team Leader in customer service or call centre experience.
• Previous experience in Retail or similar industry preferred.
• Experience in footwear or fashion an advantage.