Customer Support Team Lead
TapTalent.ai
Date: 17 hours ago
City: Pasig City
Contract type: Full time
We're Hiring: Customer Support Team Lead!
We are seeking a dynamic and dedicated Customer Support Team Lead to manage our support team and enhance customer satisfaction. The ideal candidate will possess strong leadership skills, a passion for helping others, and a proven track record in customer service excellence.
Duties And Responsibilities
Ready to lead our team to success? Apply now and be part of our journey!
We are seeking a dynamic and dedicated Customer Support Team Lead to manage our support team and enhance customer satisfaction. The ideal candidate will possess strong leadership skills, a passion for helping others, and a proven track record in customer service excellence.
Duties And Responsibilities
- Manage and oversee the daily activities of team members, including resource planning, implementing call center strategies, and ensuring smooth day-to-day operations.
- Provide operational guidance by training, coaching, monitoring, recognizing, and supporting team members while promoting discipline when necessary.
- Conduct needs assessments and performance reviews for team members to support their growth and development.
- Set and achieve performance targets for efficiency and quality to drive operational success.
- Serve as a subject matter expert for all work-related responsibilities.
- Ensure compliance with all company policies and procedures while promoting best practices.
- Coordinate, collaborate, and cooperate with fellow coaches to deliver a seamless customer experience for a shared customer base.
- Liaise with Recruitment, IT, and HR teams to ensure effective operations and support.
- Experience measuring team metrics such as response time, resolution rate, and customer satisfaction (NPS/CSAT).
- Passion for delivering excellent customer experiences with empathy and professionalism.
- Ability to handle escalations and implement solutions to enhance team and customer satisfaction.
- High level of initiative, accountability, and self-motivation.
- Ability to build a productive and highly engaged work environment.
- Maintain calmness and composure under tight pressure and provocations.
- Ability to work independently and take responsibility for tasks assigned.
- Proven experience in developing and maintaining relationships with key internal and external stakeholders.
- Analytical mindset with the ability to interpret performance data.
- Amenable working in any setup and flexible working at 10:00 AM-6:00 PM European Time (Sat and Sunday OFF)
- Bachelor's Degree or at least 2 years in college
- Minimum 2 years in a similar role
- Cosmetic/Skin Care background is preferred
Ready to lead our team to success? Apply now and be part of our journey!
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