Customer Service Lead Associate

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 3 years of Customer Service experience, preferably in a front-facing environment - 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 and during weekends