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Services

We understand that no two organisations are the same. Find out more about how we've customised our recruitment offerings to help clients across South East Asia meet their needs.

Read more
About Robert Walters Philippines

Since our establishment in 2016, our belief remains the same: Building strong relationships with people is vital in a successful partnership.

Learn more

Work for us

Our people are the difference. Hear stories from our people to learn more about a career at Robert Walters

Learn more

Customer Service, Team Lead (Night Shift)

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A Customer Service, Team Lead job has become available at a company known for their flexible working opportunities, and training opportunities to ensure their employees continue to grow professionally. Their commitment to delivering exceptional customer service sets them apart from their competitors, making this an exciting opportunity for the right candidate.

CUSTOMER SERVICE TEAM LEAD

Salary: Competitive and based on experience
Location: Taguig


Keywords: Customer Service, Team Lead, Operations, Management, Financial Services, Technology

Our client is seeking a highly motivated and experienced Customer Service Team Lead to join their dynamic team. This role is critical in achieving the company's mission by leading a team of dedicated customer support professionals. Your exceptional customer support, operations, and team management skills will play a pivotal role in delivering an outstanding customer experience globally. This position offers you the opportunity to utilise your leadership skills, industry knowledge, and passion for customer service to make a significant impact on the company's success.


* Lead a high-performing customer support team
* Drive data-driven business decisions
* Ensure delivery of outstanding global customer experience


What you'll do:


As a Customer Service Team Lead, you will be at the forefront of enhancing our client's global reputation by ensuring an exceptional customer experience. You will be responsible for developing and leading a high-performing team of customer support agents who operate across various channels. Your role will involve acting as a trusted point of contact for escalations and high-priority issues within your scope. You will also be tasked with achieving service level agreements, productivity metrics, and quality metrics for your line of business at both individual and team levels. Your leadership skills will be crucial in providing mentorship based on industry best practices and performance management.


* Develop and lead a team of high performing customer support agents across multiple channels (email, chat & phone)
* Act as a trusted point of contact for escalations and high priority issues related to your scope
* Achieve service level agreements, productivity metrics and quality metrics for your line of business, at the individual and team level
* Provide leadership mentorship based on industry best methodologies and performance management
* Focus on team growth and enablement through mentorship, career development and employee engagement
* Collaborate with internal support teams across Programs, Tools, Quality and Training to help launch or improve product support workflows
* Utilize an in-depth understanding of metrics to drive data-driven business decisions
* Continuously add value through effective project management, dedicated prioritization and efficient execution


What you bring:


The ideal candidate for the Customer Service Team Lead position brings a wealth of experience from financial services, technology or customer support sectors. With a minimum of 6 years of relevant experience, you have honed your skills in managing people and operations. Your experience in scaling teams across multiple workflows and various channels of support will be invaluable in this role. You are proficient in insights analysis using tools like Google Sheets or similar products. Your track record speaks for itself, showcasing your ability to lead deeply engaged and high-performing teams using metrics to make business decisions.


* Minimum of 6 years of relevant experience in financial services, technology and/or customer support
* Minimum of 3 years of people management experience in an operations environment
* Experience scaling teams across multiple workflows and various channels of support, i.e., voice, email, and chat
* Proficiency in insights analysis using Google Sheets or similar products
* Proven track record of leading deeply engaged and high-performing teams using metrics to make business decisions
* Availability to work shifts on weekends, outside of the 'standard' work day due to the nature of Crypto being a 24/7/365 business


What sets this company apart:


Our client is a global leader in their field, committed to providing an inclusive work environment where everyone feels valued and supported. They offer flexible working opportunities, generous pensions contributions, and training opportunities to ensure their employees continue to grow professionally. Their commitment to delivering exceptional customer service sets them apart from their competitors, making this an exciting opportunity for the right candidate.

What's next:


Ready to take the next step in your career? Don't miss out on this exciting opportunity!


Apply today by clicking on the link! We look forward to receiving your application.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.

Contract Type: FULL_TIME

Specialism: Banking & Financial Services

Focus: Operations

Industry: Financial Services

Salary: Negotiable

Workplace Type: On-site

Experience Level: Mid Management

Location: Taguig

Job Reference: QZFHC3-A709F2B2

Date posted: 11 July 2024

Consultant: Samantha Cheblakian

Phone number: +632 8841 9388

samantha.cheblakian@robertwalters.com

Samantha Cheblakian

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