Customer Service Team Lead - Philippines

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position. The Customer Service Team Lead is responsible for providing day-to-day guidance, support, and coordination for the customer service team to ensure customer support requests are handled in a timely, effective, and consistent manner. This position assists in applying organizational policies and procedures, supports the resolution of complex or escalated customer issues, and helps promote quality service delivery aligned with organizational standards while service as a regular member of the customer service team. Provide support to customers through multiple communication methods including email and telephone, to ensure optimal customer experience in resolution of customer inquiries about our product offerings and administrative systems and procedures. Provide guidance to the representatives that support the customer service functions by leading in making recommendations for resolving complex issues and providing general technical support. Supports training and onboarding for new team members. Identify opportunities to clarify procedures, improve workflows, and elevate complex account or compliance-related issues to the Supervisor or Manager as appropriate. Provide input to enhance customers' experience and adhere to best practices that guarantee organizational well-being and advancement through policies, procedures, platform/tool implementation, and integration. Provide administrative support for a variety of platforms required in the customer service function to maintain data integrity across platforms and provide reports. Aim to meet or exceed the KPIs and metrics. Other contributions commensurate with level and experience as required. Bachelor's degree in administration Excellent use of MS Office and Google Suite High-level aptitude using computers and learning software Excellent oral and written communication skills  Attention to detail, with an ability to manage competing demands Ability to work both independently and as a member of a team An understanding of business operations Some experience in coaching/ mentoring staff Experience in working in a customer relations capacity Experience working with international clientele with a variety of social and language backgrounds Foundational knowledge of Microsoft Dynamics 365, Salesforce, or other CRM Familiarity with our products and services Familiarity with our policies and procedures Familiar with University of Michigan policies and procedures Annual salary range 367,000 PHP - 450,000 PHP (Philippine Pesos). This position will be hired through Cambridge University Press and Assessment but work for the organization Michigan Language Assessment.  Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled any time after the minimum posting period has ended. The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.