Job Openings Team Lead

About the job Team Lead

Position Title: Team Lead

Classification: Associate

Salary: 25,000 - 35,000 / month

Reports to: Client, Account Manager

Primary Relationship: Client Team

Date: July 2022

Schedule: UK Business Hours

Background:

As a Team Leader you will manage the team that handles inquiries by answering service questions by phone. You will be supporting end users and your team during customer service related activities as well as interacting directly with customers in order to provide recommendations. The ability to effectively communicate via phone and email is of the utmost importance. Your focus to complete your tasks accurately and deliver high quality service in a timely manner is a primary function of your job. Your overall goal is to ensure excellent service standards and maintain high customer satisfaction rates.

Schedule:

  • Must feel comfortable work UK hours (mid shift), 4 PM - 1 AM

Responsibilities:

  • Oversee day-to-day activities of all team members. This includes the Order Raisers/Admin,

  • Artworkers, Graphic Designers for Marketing, Purchasing/Buying Staff

  • Monitor team attendance and notifies CO accordingly for any attendance issues; sends monthly attendance report to clients for PAB reference

  • Conduct performance evaluation per client/CO's guidelines

  • Manage inboxes that you have access with whenever possible (Orders, Sales, Personal Pens email)

  • Support both the clients and the team members with any queries/concerns to help them succeed with their roles

  • Lead in creating a positive workplace and promote great work ethics

  • Coach and provide feedback to team members whenever it is due

  • Report any systems/equipment issue occurrence to both UK and PH IT Department

  • Interview applicants as needed by the clients for specific job roles

  • Train and monitor the new hire’s progress

  • All Others

  • Display polite and professional communication via phone, email, and/or chat

  • Manage support inquiries by clarifying customer’s requests

  • Recommend potential solutions to problems

  • Read from scripts and adopt your own tone to enhance the customer experience

  • Communicate clearly and effectively with end users to resolve issues and ensure customer satisfaction

  • Maintain detailed records of customer interactions and activities

Requirements:

  • Bachelor Degree holder in any field

  • A minimum of 2+ years as a Customer Service Representative

  • Prior experience of 2+ years as a Team Leader, Supervisor, or Manager

  • Excellent English language skills (written and verbal)

  • Good time management and task management skills

  • Proficiency in MS Office and Google Suite

  • Solid analytical and problem solving skills

  • Proficient computer and technical skills

  • Able to demonstrate initiative

  • Attention to detail