Customer Service Representative – Team Lead

URGENT HIRING

PURPOSE

The Customer Service Representative – Team Lead is a managerial role responsible for overseeing the Philippine-based Customer Service Representative Team and ensuring smooth coordination between the Cebu and Netherlands offices. This position serves as the primary escalation point for complex and high-priority support tickets, ensuring timely resolution and consistent communication across regions.

The role focuses on aligning support operations with the Account Management structure, driving team performance, and optimizing service delivery. By managing team deliverables, achieve KPIs, and implementing benchmarks, the Customer Service Representative Lead ensures an exceptional client experience and strong operational continuity.

DUTIES & RESPONSIBILITIES

Customer Experience, Escalation & Issue Resolution

• Act as the main escalation handler for complex client concerns and high-priority support tickets.
• Provid...