Customer Engagement Lead

Salary Range: PHP 27,000 - 29,0000
Responsibilities:

Leadership

• Set clear expectations and daily performance goals for the customer service team, empowering members to achieve their full potential through effective coaching, training, and constructive feedback.
• Foster a collaborative, inclusive team culture that prioritizes open communication, mutual trust, and shared accountability.
• Act as a liaison between upper management and the customer service team, effectively communicating strategic objectives, initiatives, and feedback.
• Resolve conflicts and address performance issues promptly and constructively to maintain a positive and productive work environment.
• Advocate for the needs of the customer service team, ensuring they have access to the necessary resources, tools, and support for success.
• Continuously monitor team performance and provide regular feedback to drive ongoing improvement.
• Provide leadership and support as a Team Leader while performing Customer Service Representative duties, such as managing client inquiries and ensuring exceptional service, as the team expands and scales.
• Motivate the team to maintain productivity, meet KPIs, and uphold a strong, supportive culture.
• Balance internal company priorities and client requirements to achieve mutually beneficial outcomes.

Customer Engagement

• Lead and mentor a team of customer service representatives, ensuring high-quality customer interactions through both non-voice and voice communications.
• Handle escalated inquiries and create escalation procedures to manage complex customer issues effectively.
• Maximize customer retention and engagement through proactive service strategies.
• Ensure compliance with data privacy practices across all customer interactions.
• Consistently meet quotas and KPIs related to inquiries handled, satisfaction scores, and retention rates.

Operational Management

• Manage team performance metrics, ensuring alignment with organizational goals and continuous improvement.
• Oversee the creation and implementation of processes to enhance operational efficiency and customer satisfaction.
• Utilize CRM systems to maintain efficient service operations and deliver seamless client experiences.
• Align internal operational strategies with client expectations, creating a balance that drives efficiency and satisfaction.

Client Management

• Occasionally visit client sites to ensure alignment and gain a better understanding of client needs, though the role is primarily remote.
• Prepare and present comprehensive client reports with data-driven insights for ongoing improvement.

Organization and File Management

• Maintain secure and systematic organization of client files within designated Google Drive folders.

Presentations and Industry Knowledge

• Assist in preparing presentation materials and effectively communicate ideas to both internal teams and clients
• Stay updated on trends and best practices in digital marketing, creative operations, and customer service.
• Participate in training programs and workshops to continually enhance operational knowledge and skills.

Requirements:

• Proven experience in customer service management or team leadership, with a track record of mentoring and empowering teams.
• Preferred experience in the wellness or lifestyle sector, ensuring exceptional client experiences.
• Familiarity with Pancake.ph, CRMs, and other customer service tools is an advantage.
• Knowledge of e-commerce, digital marketing, advertising, and creative industries.
• Proficiency in Google Suite products, especially Google Sheets.
• Familiarity with collaboration tools like Google Drive and ClickUp.
• Strong organizational skills, including prioritization and delegation.
• Exceptional communication and interpersonal skills, with a collaborative, proactive approach.
• Experience in Quality Assurance is desirable but not required.
• Flexibility with different shifts, and ability to handle non-voice tasks and voice-based responsibilities as needed.