- College graduate of any four (4) year course
- With at least four (4) years work experience in telemarketing and/or customer service, call center management, or customer success roles, with a proven track record of leadership and success.
- Must be amenable to work onsite in Makati.
- Competitive package commensurate to experience.
- Comprehensive benefits package, including health insurance upon start date and paid time off.
- Ongoing training and professional development opportunities.
- Collaborative and supportive work environment with opportunities for advancement and focus on work-life balance.
- Shifting schedule until 1am only
- If you are a dynamic and results-driven leader with a passion for driving customer success, we encourage you to apply for this position. Please submit your resume and a cover letter outlining your qualifications and why you are interested in joining our team as the Customer Success Lead. We look forward to reviewing your application and considering you for this exciting opportunity
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Customer Service Team Lead - Philippines, Pilipinas - Marie France Group of Companies
Paglalarawan
Everything BEAUTIFUL starts here
Company Overview:
Join our growing Call Center Team committed to delivering exceptional and meaningful customer experiences. We pride ourselves on our commitment to customer success, and we are seeking a highly motivated and experienced individual to lead our Call Center Team. As the Customer Success Lead, you will play a pivotal role in driving customer satisfaction, retention, and loyalty through effective leadership, mentorship, and collaboration.
You shall lead the team in ensuring the efficiency of the Customer Care Specialists in handling all inquiries and converting the acceptable number of inquiries into actual bookings and shows.
Position Overview:
We are seeking a dynamic and results-driven individual to join our team as the Customer Success Lead for our call center operations. In this role, you will be responsible for overseeing a team of Customer Support Specialists, ensuring that our customers receive the highest level of service and support. If you are a natural leader with a passion for customer success and a track record of driving results, we encourage you to apply for this position.
Key Responsibilities:
· Lead, mentor, and coach a team of Customer Support Specialists, providing guidance, feedback, and support to help them achieve their goals and deliver exceptional customer service. Ensure effective handling of client inquiries thru social media apps and converting them into actual shows.
· Develop and implement strategies and initiatives to drive customer satisfaction, retention, and loyalty, leveraging data and insights to identify opportunities for improvement.
· Set clear performance expectations and KPIs for the team, monitoring performance and providing regular feedback and performance evaluations.
· Collaborate with cross-functional teams to address customer needs, resolve issues, and drive customer success initiatives.
· Handle escalated customer inquiries and complaints, demonstrating strong problem-solving skills and a commitment to finding solutions that meet customer needs.
· Develop and maintain a deep understanding of our products, services, and customer segments, providing insights and recommendations to improve customer experience and drive business growth.
· Continuously evaluate and optimize call center processes and workflows to improve efficiency, effectiveness, and customer satisfaction.
To succeed in this role, you should have the following qualifications:
· Strong leadership and interpersonal skills, with the ability to inspire and motivate team members to achieve goals and deliver results.
· Excellent communication and presentation skills, with the ability to effectively communicate with customers, colleagues, and senior management.
· Strong analytical and problem-solving skills, with the ability to analyze data, identify trends, and develop actionable insights and recommendations.
· Proficiency in CRM systems, call center software, and Microsoft Office Suite.
Perks and Benefits:
How to Apply:
