Customer Support Team Leader

Position Title:
Customer Support Team Leader

Department:
Operations

Country/Business Unit:
Philippines

Processes and responsibilities

  • Process web orders (start to finish, verification and customer communication)
  • Process additional verifications from HOLDS list (other web orders processed by other customer support team, and phone orders)
  • Open Sales Order (web) Follow Ups
  • Escalation point for customer enquiry (service related)
  • Assign escalated customer enquiry (sales related) to onsite sales team
  • Process order cancellations and request refund tasks
  • ETA management with suppliers (submit ETA requests to suppliers and manage input to NS and sales team)
  • Live Chat
    • Stock check
    • Order status
    • Other service information – warranty, shipping, promotion details (i.e. cash back info, competition terms and conditions)
  • Lots of written communication with customers (both email and in live chat environment)
  • Written and verbal communication with external suppliers and internal team

Skills/competencies/experience

  • Strong written communication
  • Excellent English language competency
  • Team leader experience, managing customer-facing team, providing feedback and coaching to team ongoing
  • Experience in fast-paced online retail or other online customer support business
  • Excellent task management skills to balance changing volume of inbound (web orders, live chat, customer emails etc)
  • High attention to detail
  • High level of data input accuracy
  • Proactive and responsive work ethic
  • Preferable if candidate has lived/worked overseas (outside of the Philippines)

Please send your resume to: phrecruitment@andersongroup.uk.com

Contact us: (02) 491 – 7325

Visit us:

Ortigas Branch: 11/F Wynsum Corporate Plaza, #22 F. Ortigas Jr. Road Ortigas Center,Pasig City Philippines

Mandaluyong Branch: 20th Flr Robinsons Cybergate 3, Pioneer St., Mandaluyong


Apply Here

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