Supervisor, Customer Service
Job Title: Team Leader – Digital Support
Location: Pearson Manila
Office Address: 7th Floor, North Tower, Rockwell Business Center, Sheridan corner United Streets, Mandaluyong City
Work Setup: Office-based with an option to move to hybrid working (2 days per week) upon successful completion of training and probation, and demonstration of the ability to manage team and operational responsibilities independently.
Schedule: 8:00am – 5:00pm UK time
Please note: Actual schedule may vary depending on business needs.
About the Role
We’d like to hear from you if you have experience leading customer service or Digital Support teams and are passionate about driving operational excellence and team development.
As a Team Leader – Digital Support, you will be responsible for leading a team that manages Digital Support for a Learning Platform and Order Processing. You’ll ensure high-quality service delivery through coaching, quality assurance, training, and continuous development. You’ll also collaborate with internal teams to resolve challenges and drive success across regions.
This role champions culture building, behavior, innovation, and process improvement, identifying opportunities to streamline workflows, enhance customer experience, and implement best practices.
Key Responsibilities
Lead and support a team responsible for global order management and customer service.
Monitor team performance
Conduct quality reviews to ensure adherence to service and process standards.
Provide coaching, feedback, and development opportunities to team members.
Collaborate with internal departments to resolve operational issues and improve processes.
Drive continuous improvement initiatives to enhance efficiency and customer satisfaction.
Ensure accurate documentation and reporting of team activities and performance metrics.
Act as a point of escalation for complex or urgent customer issues.
Foster a collaborative and inclusive team culture.
Conducts training for new hires.
Conduct initial-level interviews and participate in the hiring process.
Conduct training sessions to onboard new hires and upskill existing team members.
Experience & Skills
Proven experience in team leadership, preferably in customer service or order management.
Strong understanding of operational workflows and service delivery.
Excellent communication and interpersonal skills.
Proficiency in MS Word, Excel, and other relevant tools.
Ability to coach and develop team members effectively.
Strong problem-solving and decision-making skills.
Experience working in a fast-paced, dynamic environment.
Adaptability to changing business needs and priorities.
Additional Information
Line of Business Movement: Employees may be reassigned to different lines of business depending on operational needs.
Probation Period: Hybrid working is available only after a minimum 3-month probation period, subject to manager approval.
Team Calibration: Office-based calibration is essential to foster collaboration, knowledge sharing, and team cohesion.
Your Rewards & Benefits
Day 1 Health Care Coverage with up to 2 dependents
Competitive Retirement Plan – Pearson doubles your contribution
Volunteering Days and Employee Wellbeing Assistance
Annual Pay Increase and Performance Bonus
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