Deskripsi Pekerjaan
Informasi lengkap tentang posisi dan persyaratan
Ringkasan Yukerja
Lowongan Customer Service Team Leader di ?????????????? kami kurasi dari Bossjob (kategori Logistik & Supply Chain). Perhatikan lokasi kerja (Quezon City, National Capital Region, Philippines) sebelum melamar. Yukerja.com bukan pemberi kerja — lamaran diproses di situs sumber resmi.
Key Responsibilities
1. Customer Support Operations
- Handle escalated customer inquiries via email, phone, and chat
- Support global customers across different time zones
- Resolve issues related to orders, shipping, returns, refunds, and exchanges
- Ensure professional communication aligned with brand tone
---
2. Team Management
- Lead and supervise customer service agents
- Assign daily workload and monitor performance
- Conduct onboarding, training, and coaching
- Evaluate agent quality and performance
---
3. KPI & Performance Management
- Ensure team meets SLA targets including:
- First Response Time (FRT)
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Monitor daily/weekly performance dashboards
- Identify gaps and drive continuous improvement
---
4. Process & Quality Improvement
- Optimize SOPs, macros, and response templates
- Work closely with logistics, operations, and warehouse teams
- Analyze customer complaints and recurring issues
- Support refund control and fraud prevention policies
---
5. Cross-functional Communication
- Coordinate with Shopify operations, logistics, and payment teams
- Escalate critical issues to management
- Provide customer insights to improve conversion and retention
---
Requirements
Must-have
- Based in Manila
- 2–5 years customer service experience
- 1–3 years team leadership experience
- Experience with Shopify / Zendesk / Gorgias or similar tools
- Strong English communication skills
- Experience in e-commerce or DTC brands preferred
---
Nice to have
- Cross-border e-commerce experience (US/EU markets preferred)
- High-volume ticket handling experience
- Knowledge of logistics and returns workflow
- Experience working with Shopify independent stores
- Ability to communicate in Mandarin Chinese is a strong plus
- Experience supporting Chinese-speaking teams or stakeholders
---
Key Competencies
- Strong problem-solving ability under pressure
- Customer-first mindset
- Data-driven decision making
- Strong leadership and coaching ability
- Attention to detail
- Fast execution in high-paced environments
---
What We Offer
- Competitive salary based on experience
- Performance-based bonus
- Remote / hybrid work flexibility
- Growth opportunity in a fast-scaling global DTC brand
- Exposure to international e-commerce operations