CUSTOMER CARE TEAM LEAD

Business Area: Cebu Global Customer Services

Job Purpose/Mission/Summary

The Customer Care Team Lead provides guidance, coaching, mentoring and instructions to Customer Care Specialists as needed.

The Customer Care Team Lead monitors the team's performance toward goals.

The Customer Care Team Lead is responsible for supervising, managing and motivating team members on a daily basis.

Key Roles and Responsibities:

  • Overseeing the Customer Care Team on monitoring and doing the required intervention of the break-fix cases (CAS) to meet the contracted customer Service Level Agreement.
  • Working closely with the customer care specialist to ensure timely and accurate intervention of WO exceptions and onsite job completion.
  • Overseeing Customer Care and Key Account Mailboxes – Email Management.
  • Delegating tasks based on each Customer Care Specialist’s strength and skills.
  • Managing new Customer Care Specialist’s training.

Education, Experience & Skills Requirement:

  • Bachelor’s Degree holder.
  • At least 4 years of customer service experience.

You may send your application to recruitment@lexmark.com.