Job Description
Full details about the role and requirements
Yukerja Summary
The Customer Service Team Leader role at ?????????????? is curated from Bossjob (category Logistik & Supply Chain). Note the work location (Quezon City, National Capital Region, Philippines) before applying. Yukerja.com is not the employer — applications are handled on the official source site.
Key Responsibilities
1. Customer Support Operations
- Handle escalated customer inquiries via email, phone, and chat
- Support global customers across different time zones
- Resolve issues related to orders, shipping, returns, refunds, and exchanges
- Ensure professional communication aligned with brand tone
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2. Team Management
- Lead and supervise customer service agents
- Assign daily workload and monitor performance
- Conduct onboarding, training, and coaching
- Evaluate agent quality and performance
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3. KPI & Performance Management
- Ensure team meets SLA targets including:
- First Response Time (FRT)
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Monitor daily/weekly performance dashboards
- Identify gaps and drive continuous improvement
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4. Process & Quality Improvement
- Optimize SOPs, macros, and response templates
- Work closely with logistics, operations, and warehouse teams
- Analyze customer complaints and recurring issues
- Support refund control and fraud prevention policies
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5. Cross-functional Communication
- Coordinate with Shopify operations, logistics, and payment teams
- Escalate critical issues to management
- Provide customer insights to improve conversion and retention
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Requirements
Must-have
- Based in Manila
- 2–5 years customer service experience
- 1–3 years team leadership experience
- Experience with Shopify / Zendesk / Gorgias or similar tools
- Strong English communication skills
- Experience in e-commerce or DTC brands preferred
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Nice to have
- Cross-border e-commerce experience (US/EU markets preferred)
- High-volume ticket handling experience
- Knowledge of logistics and returns workflow
- Experience working with Shopify independent stores
- Ability to communicate in Mandarin Chinese is a strong plus
- Experience supporting Chinese-speaking teams or stakeholders
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Key Competencies
- Strong problem-solving ability under pressure
- Customer-first mindset
- Data-driven decision making
- Strong leadership and coaching ability
- Attention to detail
- Fast execution in high-paced environments
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What We Offer
- Competitive salary based on experience
- Performance-based bonus
- Remote / hybrid work flexibility
- Growth opportunity in a fast-scaling global DTC brand
- Exposure to international e-commerce operations