Customer Service Team Lead

Summary

Join VGW's Customer Service Team in Manila as a Team Lead! In this role, you will oversee a team of customer service representatives, ensuring service level agreements are met. You will handle escalated customer issues, monitor interactions, and generate reports. You will also identify process improvements and foster a positive team environment. The ideal candidate has at least 3 years of experience leading a customer service team and possesses strong problem-solving, communication, and leadership skills. VGW offers a primarily remote work environment with occasional travel to Metro Manila, and a commitment to employee growth and a healthy work-life balance.

Requirements

• A minimum of 3 years of proven experience in leading a customer service operations team in the capacity of a shift or a team leader
• Outstanding problem solving, critical thinking, communication and leadership skills
• Maintains collaborative relationships both internally and externally
• Exceptional customer focus and a commitment to delivering exceptional service
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities

Responsibilities

• Responsible for a team of customer service representatives to ensure SLAs are met around quality and productivity
• Handle escalated customer inquiries, complaints, and complex issues and provide prompt and effective resolutions to maintain customer satisfaction
• Monitor and evaluate customer interactions to ensure adherence to company policies, procedures, and service standards and provide guidance to team members for improvement
• Track SLAs and generate reports on individuals and team deliverables and outcomes and identify areas for improvement
• Identify process gaps and inefficiencies in customer service operations and work collaboratively with other departments to implement improvements that enhance the customer experience
• Foster a positive and collaborative team environment, encouraging teamwork, cooperation, and knowledge sharing among team members
• Collaborate with other departments to gather and share customer feedback, insights, and suggestions for improving products and services
• Perform other deliverables and outcomes as directed by the company

Benefits

• We primarily operate in a remote work environment; however, we appreciate a flexible approach with regards to travel to Metro Manila if required on occasion. Any changes to our remote work arrangement will be communicated with ample notice
• Competitive compensation, perks and benefits
• Flexibility so you can strike a healthy balance between your personal life and career
• Opportunities for learning and career advancement