Customer Service - team lead (office-based)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
The team lead will be the main point of contact with the Client. They will be very knowledgeable in both product and systems, and able to answer and resolve team queries independently following documentation, learnt knowledge or logical problem solving skills.
Day to Day Duties
Oversee the teams response times and that our KPI's are being met.
Ensure the quality and standard of CS replies.
Identify any issues with the teams knowledge and provide support where needed.
Resolve any longer, or outstanding issues between CS and our factories/ suppliers.
Be the point of escalation for any complaints that CS can't handle.
Record and maintain accurate refund and remake totals.
Ensure that refunds and remake requests are being followed correctly by the team.
Communicating and coordinating with colleagues as necessary.
Ensure customer satisfaction and provide professional customer support
Monthly Duties
Delivering training to fill any gaps in the teams knowledge.
Report on the months KPI's and targets.
1 on 1 feedback to the CS team on their interactions with customers, providing relevant and actionable feedback.
Providing feedback on the efficiency of the customer service process.
Qualifications
Candidates should have a minimum of 2 years as a Customer Service Team Lead.
Must have Excellent English communication skills (Oral & Written)
Good leadership & people management skills
Willing to work on shifting schedules
Willing to work in an Office-based setup (Eastwood, Quezon City/ Alabang, Muntinlupa City)
Additional Information
Work Schedule: Shifting Schedules (Mid-shift to Night-shift)
Work Location: Office-Based
With HMO and competitive salary!
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