Customer Service team lead (eastwood)outsourced

Company Description
Outsourced.ph is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
Job Description
Customer Service leads must have strong leadership skills, as they are often tasked with managing a team of individuals who all have different responsibilities and goals. Customer service leads must also be able to effectively communicate with both customers and employees; they need to know how to resolve customer issues quickly and professionally while also motivating their team to provide excellent service at all times.
Job Functions:
Coordinating with other departments to ensure that customer service issues are resolved quickly and efficiently
Creating reports on customer feedback or satisfaction to help improve the customer service experience over time
Managing a team of customer service representatives to ensure they are providing excellent service to customers
Interacting with customers directly to answer questions about products or services
Manage team performance by listening to recordings, utilizing the QA scorecard, provide coaching and feedback, counselling and mentoring, and delegation of task whenever necessary.
Communicate to the team any new requirements, changes and/or updates regarding the account or company-related information.
Manage workforce to meet the productivity goals and ensure the team's excellence.
Supervise the team's overall attendance and behavior to ensure compliance with our Employee Code of Conduct.
Responsible for handling complaints and taking escalation calls to resolve customer concerns, issues or requests.
Create and submit daily, monthly, yearly and/or ad hoc reports to the client whichever is applicable.
Train and conduct certification exams of new Customer Service Associates through the use of training materials provided
Qualifications
Good leadership skills to carry team members along
Excellent skills for communicating and relating with both staff members and customers
Good interpersonal skills to create a cordial relationship with team members ▪ Ability to multitask
Must be result oriented
Work Location: Eastwood
Work hours: Amenable to work in Morning/Mid/Night
Additional Information
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
outsourced

Quezon City, Metro Manila
Permanent
Full-time