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Languages English > Fluent
Job number JO-190507-189879

Company overview

Our client is the first and largest all-you-can-read digital media platform that is being used by thousands of publishers to bring on-demand access to various digital contents/ stories to the consumers. As part of their expansion/ growth, they are looking to hire Account Managers at their office in Makati City, Philippines.

Job description

The Team Lead will ensure effective distribution and assignment of workload to individual agents, monitor daily activities and productivity of team members. We are looking for an experienced customer service professional who can effectively lead a team of customer service agents and has a very strong understanding of customer’s needs.


Duties and Responsibilities:

* Implement action plans and directives from the Team Manager and the management
* Supervise daily activities of the agent to ensure fair distribution of work, individual productiveness and compliance with work standards
and processes towards maintaining excellent customer service
* Serve as first contact person/escalation point of agents regarding the resolution of customer’s queries, issues and complaints by
providing them advice, guidance and accurate information in a timely manner
* Align the agents with the management goals and expectations; and ensure a clear understanding of individual roles
* Identify areas of improvement on agent’s performance and provide a recommendation to training officers to address such needs
* Work with Trainers in providing daily coaching, mentoring and continuous development program for team members
* Maintain agent’s familiarization with scripts, spiels, templates, and other pertinent information
* Conduct evaluation on the team’s performance and KPIs and provide feedback to Team Manager; recommend corrective and
measures to Team Manager
* Track, consolidate and submit reports and other deliverables to be shared with management
* Initiate individual and team huddles on a daily, weekly, monthly or regular basis
* Manage staffing and scheduling of members in accordance with the workload and with the approval of Team Manager
* Take on other tasks or projects as may be delegated by management

Additional information


* Completion or currently completing an undergraduate degree
* At least 3 years of relevant work experience in a team lead or senior capacity for customer service support or client relations
* Proficiency on the web, mobile technology including computers, software applications, e-learning platform, and other IT solutions
* Knowledge of management principles and familiarity with product, service and market trends, especially in regards to technology and
digital publishing (eBooks/eReading)
* Fluent in English with excellent oral, written, analytical, problem-solving and interpersonal skills
* Motivated to learn new things, has strong critical thinking skills and able adapt to dynamic situations quickly
* Experience with Salesforce, CRM system, Zendesk Suite (Support, Guide, Chat, and Voice) and other contact channels
* Strong coaching and leadership skills, ability to motivate employees.
* Decisive, articulate and can work in a multi-cultural setting
* Willing to work on night shift or cyclical schedule

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