Customer Service Team Lead (Office-based | SM North)

Job Description

About Us:
Outsourced 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.
 
Responsibilities include, but not limited to:

• Hold the support team accountable to meet or exceed KPI's including time to first response, customer satisfaction scores, etc.
• Respond to and resolve escalated issues and/or unique or complex requests from customers
• Monitor daily workloads of team members and make adjustments to ensure adequate coverage
• Monitor team performance to ensure correct procedures are being followed and coach when necessary
• Identify system and workflow improvements to enhance the team's efficiency
• Proactively test current benefits to be sure they're functioning as expected
• Assist customers in troubleshooting any benefits they're experiencing trouble with
• Take messages for the main US support team if needed
• Ability to troubleshoot and communicate across multiple platforms
• Constantly evaluate Member experience and make suggestions to improve Member engagement/satisfaction based on common support topics

Requirements:

• 3+ years of Team Lead experience
• 4+ years of customer service experience (preferably mainly email and phone)
• Speak English language fluently
• Ability to handle escalated situations with customers, both by phone and email, in a professional way
• Ability to provide training and guidance to support team in a supportive way
• Excellent written and oral communication
• Computer and Technology savvy - must be able to use multiple systems at once, must be able to use features such as screen shots, copy and paste, etc.
• This is an extremely fast paced role and requires you to be able to adapt to changes quickly
• Polite and professional conduct, excellent interpersonal skills
• Proactive attitude with an ability to creatively solve problems quickly
• Independent, excellent time management and organizational skills
• Willing to support other teams when needed
• Ability to prioritize and meet deadlines working under pressure

 
Work Schedule: Within US Business Hours
Work Setup: Office-based (SM North EDSA)
 
Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
 
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.