Customer Service Team Lead
Job Summary
The Customer Service Lead Associate oversees daily workflows and ensures team productivity for assigned associates. This role provides leadership support, monitors service quality, and assists in resolving escalated customer concerns. The position requires strong coordination skills to maintain smooth daily operations and compliance with company service standards.
Responsibilities
- Supervise daily associate activities
- Resolve customer escalations
- Monitor team productivity and workload
- Generate operational reports
- Coordinate cross-departmental concerns
Required Skills
- Team leadership experience
- Customer service expertise
- Strong communication skills (English/Filipino)
- Problem-solving and empathy
- Attention to detail
Job Details
JOB DESCRIPTION
The Customer Service Lead Associate is responsible for overseeing the daily workflow of assigned Customer Service Associates, ensuring timely concern resolution, proper workload distribution, and compliance with service standards. The role acts as the first level of leadership support by monitoring team productivity, assisting in escalations, and ensuring smooth day-to-day operations.
KEY RESPONSIBILITIES
- Monitor and supervise day-to-day activities of Customer Service Associates.
- Ensure customer concerns and inquiries are resolved within agreed timelines.
- Assist associates in handling customer concerns, follow-ups, and escalations.
- Monitor workload distribution and service coverage of the team.
- Coordinate with other departments to facilitate concern resolution.
- Ensure compliance with customer service procedures and company policies.
- Monitor quality and accuracy of customer communication and documentation.
- Prepare operational reports and summaries as required.
- Assist during company events and customer-related activities when necessary.
- Support implementation of process improvements and operational initiatives.
JOB REQUIREMENTS
- Bachelor’s Degree in any course
- At least 1 year of experience in leading or supervising a team
- At least three (3) years of customer service experience, preferably in customer-facing industries such as Retail, Food & Beverage, Hospitality, Network Marketing, Banking and Financial Services, Healthcare, Telecommunications, Aviation, Travel and Tourism, E-commerce, or other service-oriented environments.
- Proven experience in handling Filipino customers, with a strong understanding of local customer expectations, service standards, and communication styles.
- Experienced in handling customer concerns through e-mail and phone support
- Excellent communication skills in Filipino and English, both verbal and written
- Strong customer service orientation with empathy, professionalism, problem-solving skills, and keen attention to detail
- Amenable to working onsite (Pasig City) and during weekends