Customer Service Team Lead
Skyrocket Studios
Full-time
Remote
Philippines, Philippines
Salary Range: Php 26,000 - 29,000
Responsibilities:
- Leadership:
- Set clear expectations and goals for the customer service team, empowering members to achieve their full potential through coaching, training, and constructive feedback.
- Foster a collaborative and inclusive team culture, promoting open communication, trust, and accountability.
- Act as a liaison between upper management and the customer service team, effectively communicating strategic objectives, initiatives, and feedback.
- Resolve conflicts and address performance issues promptly and constructively to maintain a positive and productive work environment.
- Advocate for the needs of the customer service team, ensuring they have the necessary resources, tools, and support for success.
- Monitor team performance and provide ongoing feedback to drive continuous improvement.
- Provide leadership and support as a Team Leader while performing Customer Service Representative duties, such as managing client inquiries and ensuring exceptional service, as the team expands and scales.
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- Customer Engagement:
- Lead and mentor a team of customer service representatives, ensuring high-quality customer interactions through both calls and non-voice communications.
- Handle escalated calls and create escalation procedures to manage complex customer issues effectively.
- Maximize sales and customer retention through proactive customer service and engagement strategies.
- Ensure compliance with data privacy practices across all customer interactions.
- Operational Management:
- Manage metrics related to team performance, customer satisfaction, ensuring continuous improvement and alignment with organizational goals.
- Oversee the creation and implementation of processes and procedures to enhance operational efficiency and customer satisfaction.
- Utilize client CRMÂ systems, ensuring efficient customer service operations and seamless client experiences.
- Client Management:
- Occasionally visit client sites as needed to ensure alignment and understand client needs better, although the role is majorly remote.
- Prepare and present comprehensive reports for clients, incorporating data analysis and actionable insights for continuous improvement.
- Organization and File Management:
- Maintain systematic storage and organization of client files within designated Google Drive folders, ensuring confidentiality and data security.
- Presentations:
- Assist in preparing presentation materials and effectively communicating ideas to internal teams and clients.
- Industry Knowledge:
- Stay updated on industry trends and best practices related to digital marketing, creative operations, and customer service.
- Participate in training programs and workshops to enhance skills and knowledge in operational processes and tools.
Key Performance Indicators (KPIs):
- Monitor and improve team satisfaction and morale through regular check-ins or surveys.
- Track and enhance team productivity and efficiency, measured by task completion rates and time-to-delivery metrics.
- Measure the success of customer interactions by tracking inquiries handled and customer retention rates..
- Evaluate the effectiveness of escalation procedures and the resolution of escalated issues.
- Achieve organizational objectives related to customer service, client satisfaction, and sales growth.
Requirements:
- Proven experience in customer service management or team leadership, with a track record of successfully leading and mentoring teams.
- Preferred experience in handling wellness or lifestyle brands, ensuring exceptional client experiences and driving service excellence.
- Strong ability to manage and prioritize tasks, delegate responsibilities, and provide constructive feedback.
- Familiarity with IVR systems and other relevant customer service tools is preferred.
- Knowledge of e-commerce, digital marketing, advertising, and creative industries.
- Proficiency in Google Suite products, especially Google Sheets.
- Highly organized, with expertise in utilizing digital collaboration tools such as Google Drive and ClickUp.
- Exceptional interpersonal and communication skills, with a collaborative and proactive approach.
- Commitment to maximizing sales, customer retention, and enhancing the overall customer experience.
- Experience in Quality Assurance is highly desirable but not required.
- Flexible with different shifts and able to transition seamlessly to voice or call-based responsibilities when required.