Team Leader, Customer Service

Work Schedule
Second Shift (Afternoons)

Environmental Conditions
Office

Job Description

Job Title: Team Leader, Customer Service

Location: GBS, Manila

Reports to: Sr. Manager, Customer Service

Group / Division: LSLPG

Career Band: 5

Number of Direct Reports: 8-10

Position Summary:

We are seeking a highly motivated and experienced Team Leader to join our Customer Service Department at our Global Business Services (GBS) center in Manila. This role is pivotal in ensuring the highest standards of customer service and relations, driving customer loyalty, and aligning with overall business objectives to foster growth.

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• Ensure the success of daily team operations.
• Communicate cross-functionally with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing, and Quality Systems as required.
• Meet key performance metrics for Customer Services.
• Support key Customer Care strategies to drive customer loyalty and improve CAS scores.
• Provide guidance to Sales to enhance the customer experience.
• Participate in key projects supporting local and corporate initiatives.
• Identify and implement key improvement opportunities, such as system enhancements, processes, and tools.
• Manage customer-related data within ERP systems.
• Train and present to other teams on relevant customer care tools, initiatives, and strategies.
• Support and drive order entry automation projects and complaint reduction initiatives.
• Stabilize the Order Teams to reduce attrition rates and boost team seniority through effective coaching and mentoring.

• Proven experience as a team leader, preferably in a customer care or shared services environment.
• Experience with Oracle or SAP, and in order management.
• Strong results focus and attention to detail.
• Demonstrated ability with systems including Outlook, PowerPoint, and Excel.
• Good organizational skills and the ability to use initiative and collaborate within a team.
• Ability to handle confidential and/or proprietary information.
• Excellent analytical, presentation, written, and oral communication skills.
• Demonstrated skills in people management and development.
• Experience in supporting projects and interfacing effectively with internal and external customers.

• Bachelor's degree from a four-year college or university, or equivalent work experience.

• Typical office environment physical demands.
• Some travel may be required.
• Commitment to hiring a diverse and inclusive workforce.
• EEO/Affirmative Action Employer.