Skyrocket Studios Customer Engagement Lead

Customer Engagement Lead

Skyrocket Studios

₱25-30K[Monthly]

Remote3-5 Yrs ExpBachelorFull-time

Remote Details

Open Country：Philippines

Language Requirements：English

This remote job is open to candidates in specific countries. Please confirm if you want to continue despite potential location restrictions

Job Description

Description

Leadership
Set clear expectations and daily performance goals for the customer service team, empowering members to achieve their full potential through effective coaching, training, and constructive feedback.
Foster a collaborative, inclusive team culture that prioritizes open communication, mutual trust, and shared accountability.
Act as a liaison between upper management and the customer service team, effectively communicating strategic objectives, initiatives, and feedback.
Resolve conflicts and address performance issues promptly and constructively to maintain a positive and productive work environment.
Advocate for the needs of the customer service team, ensuring they have access to the necessary resources, tools, and support for success.
Continuously monitor team performance and provide regular feedback to drive ongoing improvement.
Provide leadership and support as a Team Leader while performing Customer Service Representative duties, such as managing client inquiries and ensuring exceptional service, as the team expands and scales.
Motivate the team to maintain productivity, meet KPIs, and uphold a strong, supportive culture.
Balance internal company priorities and client requirements to achieve mutually beneficial outcomes.
Customer Engagement
Lead and mentor a team of customer service representatives, ensuring high-quality customer interactions through both non-voice and voice communications.
Handle escalated inquiries and create escalation procedures to manage complex customer issues effectively.
Maximize customer retention and engagement through proactive service strategies.
Ensure compliance with data privacy practices across all customer interactions.
Consistently meet quotas and KPIs related to inquiries handled, satisfaction scores, and retention rates.
Operational Management
Manage team performance metrics, ensuring alignment with organizational goals and continuous improvement.
Oversee the creation and implementation of processes to enhance operational efficiency and customer satisfaction.
Utilize CRM systems to maintain efficient service operations and deliver seamless client experiences.
Align internal operational strategies with client expectations, creating a balance that drives efficiency and satisfaction.
Client Management
Occasionally visit client sites to ensure alignment and gain a better understanding of client needs, though the role is primarily remote.
Prepare and present comprehensive client reports with data-driven insights for ongoing improvement.
Organization and File Management
Maintain secure and systematic organization of client files within designated Google Drive folders.
Presentations and Industry Knowledge
Assist in preparing presentation materials and effectively communicate ideas to both internal teams and clients
Stay updated on trends and best practices in digital marketing, creative operations, and customer service.
Participate in training programs and workshops to continually enhance operational knowledge and skills.

Requirements

Proven experience in customer service management or team leadership, with a track record of mentoring and empowering teams.
Preferred experience in the wellness or lifestyle sector, ensuring exceptional client experiences.
Familiarity with Pancake.ph, CRMs, and other customer service tools is an advantage.
Knowledge of e-commerce, digital marketing, advertising, and creative industries.
Proficiency in Google Suite products, especially Google Sheets.
Familiarity with collaboration tools like Google Drive and ClickUp.
Strong organizational skills, including prioritization and delegation.
Exceptional communication and interpersonal skills, with a collaborative, proactive approach.
Experience in Quality Assurance is desirable but not required.
Flexibility with different shifts, and ability to handle non-voice tasks and voice-based responsibilities as needed.

Strong Work EthicPeople SkillsLeadership