Team Lead - Customer Service

Summary

Join VGW's Customer Service Team in Manila as a Team Lead and oversee a team, providing coaching and mentoring to enhance performance. Develop and implement effective management strategies to achieve optimal outcomes. Key responsibilities include ensuring SLAs are met, handling escalated customer inquiries, monitoring customer interactions, tracking SLAs and generating reports, identifying process gaps, fostering a positive team environment, and collaborating with other departments. The role requires a minimum of 3 years of experience leading a customer service team, outstanding problem-solving and communication skills, and the ability to thrive in a fast-paced environment. 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. Competitive compensation, perks, and benefits are also provided.

Requirements

• A minimum of 3 years of proven experience in leading a customer service operations team as a shift or team leader
• Outstanding problem-solving, critical thinking, communication and leadership skills
• Ability to maintain collaborative relationships both internally and externally
• Exceptional customer focus and a strong commitment to delivering high-quality service
• Ability to thrive in a fast-paced, dynamic environment and adapt quickly 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

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
• Competitive compensation, perks and benefits