Non Voice Team Leader CSR

Oversee or manage complex issues or escalations, ensuring that the team follows proper protocols and guidelines in their email communication.
Oversee the strategy for proactive customer engagement, especially in addressing recurring issues or improving customer satisfaction.
Escalated cases or to provide guidance and ensure that the team is following proper procedures( Order Refund , Handling Returns and Exchanges, Resolution of “Item Not Received” Cases, Payment Dispute Resolution)
Responsible for ensuring that the process is smooth and efficient, and stepping in if there are systemic issues about Tracking.
Monitoring store ratings and analyzing policy violations to know the impact in business’s reputation and compliance.
Proficient in the tools and processes that the team uses to provide guidance, training, and support.
Proactive in managing tasks, ensuring that the team is on track, and initiating additional tasks when necessary to improve performance or address issues.
Ensure that everyone is aligned with goals and expectations.
Oversee or compile to report on overall team performance about Order processing updates.
Ensure compliance with all company policies, data protection regulations, and industry-specific standards, particularly in BPO setups.
Manage resource allocation, ensuring that the team has access to the necessary tools and technology to perform their duties effectively.
Lead the team through high-pressure situations, such as peak seasons in eCommerce or unexpected surges.
Adapt to changing business requirements, implementing new processes and tools as needed to stay ahead in a dynamic industry.

OFFICE BASED ONLY

Job Qualifications and Responsibilities:

-Must have great English Writing Skills.

-Must be very attentive to details.VERY ATTENTIVE in answering buyers'/clients' concerns.

-Fast learner - Can easily familiarize self with different tools that will be introduced.

-Proficiency in customer service software and tools relevant to BPO and eCommerce operations.

-Highly organized and has outstanding time-management skills

-Must be willing to work on an early work schedule. The schedule will most likely start at - 7AM to 4PM

-Can gracefully work under pressure & can do task management without full supervision

-A team-player At least 4-10years Experience in Non-Voice TL CSR.

-Very unlikely to have attendance issues (Has a FULL commitment to the role throughout the year). Most important of all, have a 100% GREAT ATTITUDE!**

*Working Schedule may include Saturday-Sunday work but definitely will have 2 days Off in a week. TBA



PERKS and BENEFITS:

-token/monetary reward for employee of the month

-Free snacks daily

-Adherence to government mandated benefits

-Company events

-Health insurance (HMO)

-promotion to permanent employee with salary increase

-Competitive compensation

-12days PTO upon regularization

-WORK LIFE BALANCE



Supplemental pay types:

-13th month pay

-overtime(if any)
Video
(optional)

Job summary
Solid experience in eBay, Amazon, other online platforms, website design & tools.Ensure meet & exceeds performance targets and adheres to company policies and leadership.