Marketing & Customer Support

Customer Service Team Lead

Position Summary:

The Customer Service Team Lead is responsible for managing a Team of Customer Service Representatives. You will be taking Supervisor calls, but if the call volume is higher than expected, you will be asked to take in some calls until the volume normalizes. Ultimately, you will be responsible for coaching and ensuring that the team is hitting the designated SLAs.

Job Details:

  • Work from Home
  • Monday to Friday | 8 PM to 5 AM Manila Time
  • *Following US Holidays

Responsibilities:

  • Develop standard procedures and policies for improving the service provided to customers.
  • Conduct meetings with managers to discuss process improvements and issues.
  • Maintain in-depth working knowledge of the company’s brands, systems, and processes.
  • Monitor business and process metrics to measure and manage customer service effectiveness.
  • Manage Customer Service Team
  • Provide Coaching
  • Motivate team
  • Evaluate Calls
  • Provide supplemental training
  • Ensure the team is hitting the SLAs
  • Take Supervisory calls
  • Leading performance reviews for team members
  • Demonstrates cross-selling and up-selling skills, maximizing all sales opportunities.

Qualifications:

  • At least 3 years of experience as a Customer Service Team Lead
  • At least 5 years of experience in a BPO environment handling inbound calls
  • Ability to multitask between multiple tools and systems
  • Ability to demonstrate functional skills in communicating and explaining basic information to the customer.
  • Keen awareness of company policies and procedures while applying sound judgment within scope.
  • High focus on attendance and possibly variable schedule(s)
  • Excellent communication skills

by Carl Trinidad

Collections Team Leader

Job Summary:

The Collections Team Leader is a critical driver of success for the company's collections strategy in New Zealand. You'll lead a team of collectors, fostering a high-performing environment focused on outstanding collections and exceptional customer service. Your success hinges on empowering your team, navigating complex situations, and bridging the gap between the Philippines and New Zealand teams.

Job Details:

  • Eastwood Libis, QC – On-site
  • Monday to Friday | 6 AM to 3 PM Manila Time
  • *Following New Zealand’s Holidays

Key Responsibilities:

  • Team Leadership: Motivate and coach your team members, helping them achieve their full potential and consistently exceed collections targets. Foster a collaborative and supportive environment where open communication thrives. Identify and address performance gaps, providing clear guidance and opportunities for growth.
  • Collections Excellence and Escalation Management: Develop and implement strategies to optimize collections processes and maximize debt recovery. Act as the primary point of contact for complex customer issues and escalated situations, ensuring efficient resolution. Partner with the New Zealand team to address customer concerns and navigate market-specific challenges.
  • Cross-Team Collaboration and Communication: Serve as a bridge between the Philippines and New Zealand teams, fostering seamless collaboration and knowledge sharing. Ensure clear and timely communication across all teams, keeping everyone informed and aligned towards shared goals.
  • Reporting and Quality Assurance: Oversee team performance metrics and reporting, providing valuable insights to the Operations Manager. Implement robust quality assurance processes, setting high standards and ensuring adherence to best practices and compliance.

Qualifications:

  • Experience leading and motivating a team in BPO environments
  • Impeccable domain of the English language
  • Experience with NZ and or Australian customers is preferred but not essential
  • Experience managing collections
  • Excellent communication, coaching, and interpersonal skills
  • Demonstrated problem-solving and conflict resolution skills
  • Proven ability to train and mentor others
  • Ability to work based on principles and apply these principles to unique situations
  • Technologically savvy with advanced Excel knowledge
  • A humble approach, exhibited by their willingness to learn and grow

by Carl Trinidad

Senior Social Media and Email Marketing Specialist

Position Overview:

We are looking for a highly skilled and experienced Senior Social Media and Email Marketing Specialist to join our dynamic marketing team. This role requires a strategic thinker with a proven track record of managing social media and email marketing campaigns for global brands, preferably within the BPO industry. The successful candidate will be responsible for developing and executing comprehensive social media and email marketing strategies to enhance brand awareness, engagement, and lead generation.

Key Responsibilities:

Social Media Management

  • Develop and implement social media strategies aligned with business goals.
  • Create, curate, and manage engaging content across various social media platforms (e.g., Facebook, Twitter, LinkedIn, Instagram).
  • Monitor social media channels, respond to comments, and engage with followers to build a strong online community.
  • Analyze social media performance metrics and provide insights and recommendations for improvement.
  • Stay up-to-date with social media trends, tools, and best practices.

Email Marketing

  • Design and execute email marketing campaigns, including newsletters, promotional emails, and automated workflows.
  • Segment email lists based on customer behavior and demographics to ensure targeted and personalized messaging.
  • Conduct A/B testing to optimize email performance and improve open and click-through rates.
  • Track and analyze email campaign performance metrics and report on key findings.
  • Ensure compliance with email marketing regulations and best practices.

Content Creation and Management

  • Collaborate with the content team to develop high-quality, relevant, and engaging content for social media and email campaigns.
  • Manage a content calendar to ensure timely and consistent delivery of marketing messages.
  • Utilize graphic design tools and software to create visually appealing content.

Strategy and Planning

  • Work with the marketing team to develop and implement integrated marketing strategies that align with overall business objectives.
  • Identify opportunities for cross-channel marketing initiatives and campaigns.
  • Conduct market research to understand target audiences and industry trends.

Analytics and Reporting

  • Monitor, analyze, and report on the effectiveness of social media and email marketing campaigns.
  • Provide regular updates and insights to the marketing team and senior management.
  • Use data-driven insights to refine strategies and improve overall campaign performance.

Qualifications

  • Bachelor’s degree in Marketing, Communications, Business, or a related field.
  • Minimum of 5 years of experience in social media and email marketing, preferably with global brands and within the BPO industry.
  • Strong understanding of social media platforms, algorithms, and best practices.
  • Proficiency in email marketing tools (e.g., Mailchimp, HubSpot, Marketo) and social media management tools (e.g., Hootsuite, Buffer, Sprout Social).
  • Excellent written and verbal communication skills, with a keen eye for detail and creativity.
  • Ability to analyze data, draw actionable insights, and present findings to stakeholders.
  • Strong project management skills, with the ability to manage multiple projects and meet deadlines.
  • Experience with graphic design tools (e.g., Adobe Creative Suite, Canva) is a plus.
  • Knowledge of SEO, SEM, and digital marketing principles is an advantage.

by Carl Trinidad