Customer Care Leader

Customer Service And Sales Taguig City, National Capital Region

What YOUR DAY LOOKS LIKE

Customer Care is a dynamic environment, and every day is unique. You will prioritize activity based on seasonal and business drivers.

Customer Obsessed & Delivering Service Like No Other

Lead by example by personally delivering our service principles when engaging with customers and team.
Be visibly present and inspire the team to create warm connections, find seamless solutions and share expert knowledge with customers and fellow team members.
Ensure any customer contact is managed effectively and in a timely manner in line with performance and quality SLAs
Assist with administrative support tasks, including data entry, payments, returns, and cancelations, for online orders
Provide support to Stores, the Fulfilment Centre and external stakeholders in resolving customer enquiries

Driving Commercial & Operational Achievement

Work collaboratively with stakeholders to identify and solve root cause issues.
Manage resourcing and task allocation of team members to deliver service outcomes.
Drive achievement and outcome focus through performance monitoring of productivity and service quality.
Set clear direction and goals for the team aligning with organizational objectives, regularly monitoring progress and providing feedback.
Monitor and manage customer queues and quality standards to ensure the achievement of service level agreements across all channels.
Seek out innovative solutions to resolve customer feedback and deliver service like no other
Collaborate with key internal and external stakeholders to support team in resolving customer enquiries.
Manage team leave and break entitlements collaboratively to ensure seamless operations

Leading Self, Leading & Empowering Others

Create a thriving culture by leading, coaching, and developing a skilled, high performing customer focused team.
Effectively communicate expectations and goals.
Nurture key talent to build capability for future succession.
Empower the team by building knowledge and confidence to deliver first touch resolution.
Execute effective onboarding to ensure success of new team members.

What YOU'LL NEED TO THRIVE

Ability to inspire and energize teams
Strong coaching skills, including experience leading teams and empowering others to achieve results
Demonstrated passion for retail and desire to provide great customer experiences
Experience leading contact center teams
Strong verbal and written communication skills
Solutions-focused mindset
Excellent attention to detail
Proficient technical skills to navigate systems
Advanced competency in computer applications, with the ability to multitask across across systems, screens and conversations simultaneously.
Salesforce Service Cloud experience (essential)
Amazon Connect experience (preferred)
The ability to prioritise to navigate competing demands
Adaptability and resilience in handling diverse situations in a dynamic and demanding environment.
Self awareness, willingness to learn, open to feedback and continuous improvement.