full-time Customer Service team leadoutsourced

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 our main point of contact. 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.
They will work directly with James Taylor and report to him.
This person will be responsible for the team, training and maintaining the quality of the customer service team.
Initially, their role will be to build out our training guide, working intensely with James and our UK customer service team, building out a training plan for the CS team to use when onboarding.
This is to cover everything that our UK team would need to know, and more to ensure that the training and understanding of this remote team is 2nd to none.
Their 2nd task will be to onboard and train their team, using the training guide they have developed, and using real UK examples.
Finally, post-onboarding for their team, their day to day and monthly role will be as below:
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 the wider group 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
High school diploma, general education degree, or equivalent.
Ability to stay calm when customers are stressed or upset.
Comfortable using computers.
Must have an experience working as a Customer Support Team Lead. (Preferably in the BPO Industry)
Additional Information
Working Hours:
UK Shift (mid-shift) initially, however, must be amenable to work on rotating shifts (dayshift, mid-shift, nightshift) and weekends if needed
Work Location:
Must be amenable to work in our Eastwood Office
With HMO and Signing Bonus!
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outsourced

Quezon City, Metro Manila
Permanent
Full-time