Salary Range: Php 26,000 - 29,000

Responsibilities:

Leadership:

• Set clear expectations and goals for the customer service team, empowering members to achieve their full potential through coaching, training, and constructive feedback.
• Foster a collaborative and inclusive team culture, promoting open communication, trust, and accountability.
• Act as a liaison between upper management and the customer service team, effectively communicating strategic objectives, initiatives, and feedback.
• Resolve conflicts and address performance issues promptly and constructively to maintain a positive and productive work environment.
• Advocate for the needs of the customer service team, ensuring they have the necessary resources, tools, and support for success.
• Monitor team performance and provide ongoing feedback to drive continuous improvement.
• Provide leadership and support as a Team Leader while performing Customer Service Representative duties, such as managing client inquiries and ensuring exceptional service, as the team expands and scales.

Customer Engagement:

• Lead and mentor a team of customer service representatives, ensuring high-quality customer interactions through both calls and non-voice communications.
• Handle escalated calls and create escalation procedures to manage complex customer issues effectively.
• Maximize sales and customer retention through proactive customer service and engagement strategies.
• Ensure compliance with data privacy practices across all customer interactions.

Operational Management:

• Manage metrics related to team performance, customer satisfaction, ensuring continuous improvement and alignment with organizational goals.
• Oversee the creation and implementation of processes and procedures to enhance operational efficiency and customer satisfaction.
• Utilize client CRM  systems, ensuring efficient customer service operations and seamless client experiences.

Client Management:

• Occasionally visit client sites as needed to ensure alignment and understand client needs better, although the role is majorly remote.
• Prepare and present comprehensive reports for clients, incorporating data analysis and actionable insights for continuous improvement.

Organization and File Management:

• Maintain systematic storage and organization of client files within designated Google Drive folders, ensuring confidentiality and data security.

Presentations:

• Assist in preparing presentation materials and effectively communicating ideas to internal teams and clients.

Industry Knowledge:

• Stay updated on industry trends and best practices related to digital marketing, creative operations, and customer service.
• Participate in training programs and workshops to enhance skills and knowledge in operational processes and tools.

Key Performance Indicators (KPIs):

• Monitor and improve team satisfaction and morale through regular check-ins or surveys.
• Track and enhance team productivity and efficiency, measured by task completion rates and time-to-delivery metrics.
• Measure the success of customer interactions by tracking inquiries handled and customer retention rates..
• Evaluate the effectiveness of escalation procedures and the resolution of escalated issues.
• Achieve organizational objectives related to customer service, client satisfaction, and sales growth.

• Proven experience in customer service management or team leadership, with a track record of successfully leading and mentoring teams.
• Preferred experience in handling wellness or lifestyle brands, ensuring exceptional client experiences and driving service excellence.
• Strong ability to manage and prioritize tasks, delegate responsibilities, and provide constructive feedback.
• Familiarity with IVR systems and other relevant customer service tools is preferred.
• Knowledge of e-commerce, digital marketing, advertising, and creative industries.
• Proficiency in Google Suite products, especially Google Sheets.
• Highly organized, with expertise in utilizing digital collaboration tools such as Google Drive and ClickUp.
• Exceptional interpersonal and communication skills, with a collaborative and proactive approach.
• Commitment to maximizing sales, customer retention, and enhancing the overall customer experience.
• Experience in Quality Assurance is highly desirable but not required.
• Flexible with different shifts and able to transition seamlessly to voice or call-based responsibilities when required.