Lead Customer Service Representative

Job Title: Lead Customer Service Representative

Company: GOTEAM

Location: IT Park, Cebu City, Philippines (Onsite)

Schedule: Night shift; starts between 9 PM to 3 AM and ends between 6 AM to 12 NN

Salary: PHP 40,000 - PHP 50,000 total monthly package

Immediate Start Available – Interview Now!

Summary:

GOTEAM is seeking dedicated Lead Customer Service Representatives to join our team during the night shift at our onsite location in IT Park. The ideal candidate will possess excellent verbal and written communication skills, strong organizational skills, and attention to detail. Experience as a Subject Matter Expert (SME) or a lead is preferred, but candidates without BPO experience are also welcome to apply.

About the Job

Key Duties of Lead CSR:

• Supervise team performance, ensuring that customer service representatives deliver high-quality service.
• Handle escalated customer inquiries and complaints that require advanced problem-solving skills.
• Mentor and train staff, conducting training sessions and providing ongoing support to enhance team efficiency.
• Monitor customer interactions for quality assurance and provide constructive feedback.
• Maintain accurate records of customer interactions and resolutions.
• Implement customer service best practices to improve overall team performance and customer satisfaction.
• Collaborate with management to communicate performance metrics, customer feedback, and process improvements.

Essential Skills:

• Strong English verbal and written communication skills.
• Customer service-oriented mindset.
• Excellent problem-solving skills and attention to detail.

Qualifications:

• Graduate of any degree.
• Minimum of 6 months call center experience (preferably in telecommunications).
• Open to fresh graduates with exceptional communication skills.
• Ability to work on holidays, weekends, and shifting schedules.
• Willingness to work onsite in IT Park during night shifts.

Your Benefits:

• We don’t just provide a laptop; we give you an extra monitor—because two screens are better than one.
• A copy of “Little Black Book for Stunning Success” to keep you inspired.
• HMO coverage from day one—not just for you, but also for a dependent (including private room benefits).
• Access to legal and financial advice for you and your family.
• A salary finance platform for personal loans.
• PHP 1,000,000 life insurance coverage.
• 10 days of leave right off the bat, increasing to 15 days after just one year.
• Welcome gift, monthly lunch with CEO updates, talent nights, gratitude celebrations, and more.
• Referral bonuses that can take you on a trip for two to Bali.

Your Family's Benefits:

• Mental health support available for your family, 24/7.
• Preventive care (including health education, diet counseling, and wellness sessions) for four family members.
• Free telemedicine services for your family.
• Personal invites to family events, with prizes up for grabs.

About Us

Company Name: GOTEAM

Achievements:

• Consistently raising the bar in employee engagement with an 85% score — far exceeding the global average of 23% and the US average of 33%.
• Certified as a Great Place to Work for four consecutive years.
• Over 1,000 employees strong, with ambitious growth planned for the future.

Culture:

• At GOTEAM, innovation isn't just part of the job—it’s the job. We celebrate diversity, thrive on global perspectives, and create an environment where personal and professional growth is the norm.

Mission:

• Our mission is bold and simple: provide 100,000 people with free AI certification through the Vjal Institute, fueling the future of innovation.

Location:

• Headquartered in the Philippines with ambitious plans for global expansion by 2025.