team lead, customer support - Philippines, Makati City, Pilipinas - KMC MAG Solutions Inc

Paglalarawan

Make your next big career move by applying as KMC Solutions' next TEAM LEAD, CUSTOMER SUPPORT

We firmly advocate for universal access to eye care. Our dedication lies in offering vision and mental health support, as well as vision screenings and eyeglasses, to children, families, and communities alike.

Customer Support Team Leads have a critical role on award-winning Customer Support team. This role supports global customers 24/7/365, managing a team of Support Advocates who are using voice, chat, email, SMS and social channels to engage with customers. The right candidate will champion the interests of customers, ensuring that they receive high-quality and consistent service while providing exemplary coaching and management for their respective teams. This role represents our customer-obsessed culture.

The main responsibilities of a TEAM LEAD, CUSTOMER SUPPORT include:

. Manage Support Advocate teams of 10-12 members

. This leader will be accountable for their team achieving set service and quality expectations while developing team members

. Leverage multiple data points, trending information, and behavioral patterns to establish and execute coaching strategies

. Lead recurring and impromptu meetings, huddles, and 1-on-1s, to communicate critical business updates and drive team member productivity

. Monitor and control team members' productivity and workload of multi-channel volume

. Support and handle customer and systems escalations as needed

. Work closely with other teams including Technology, Product, and Site teams to ensure customer feedback is heard, and provide ideas for improvements

. Demonstrate unparalleled product knowledge and offer exceptional style advice to customers

. Identify operational deficiencies and suggest plans for improvement

To apply, you must be an expert on the following requirements:

. You have excellent verbal and written communication skills

. You have a customer-first mindset with an empathic approach to problem-solving

. You are adaptable to a changing or rotating schedule depending on the company's needs

. You have a can-do attitude. We are looking for someone who is enthusiastic about working every day, and someone who is willing to step-in wherever they are needed

. You are professional, personable and someone who is willing to adapt to change

. You have a creative mind to create memorable customer service experiences

. You go above and beyond to provide outstanding white glove customer service

. Management experience with 8 or more direct reports

. Ability to manage a high volume of information/data

. A sense of urgency with a demonstrated ability to multi-task and adapt to quickly changing priorities in a fast-paced environment

The successful candidate must submit the following pre-employment requirements:

• Scanned copy of valid NBI Clearance
• Accomplished Medical or PEME Slip (covered by KMC)
• 2x2 & Half body picture with white background
• Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth).
• Photocopy of 2 valid IDs - front & back (government-issued)
• Clear copy of your Birth Certificate (PSA or NSO)
• Accomplished HR Forms & Promissory Note (will be provided by KMC's Onboarding Team)

Click to view the complete list of KMC's pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards, freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment, and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf of our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips, and much much more