About this role:
Wells Fargo is seeking a Lead Customer Service Representative who handles escalated and unresolved calls from less experienced bankers and provides direction and coaching on opportunities as needed to meet defined productivity and performance goals.
In this role, you will:
- Support management in the daily administration of individuals that handle customer inquiries and issues for efficient performance and overall effectiveness of the customer service team
- Provide feedback and present ideas for improving or implementing processes and tools with customer service area impact
- Perform or guide others on complex escalated customer issues or concerns that require planning, evaluation, and interpretation
- Prioritize work and provide day to day work leadership and mentorship to Customer Service Representatives
- Lead or contribute to improve processes, policies, team performance, and customer satisfaction that require coordination among customer service teams
- Handle customer interactions and communicate with other departments to resolve escalated issues and provide a best in class customer experience
QUALIFICATIONS:
- 3 yrs or more of CSR/Sales experience in a Contact Center industry is REQUIRED for this position.
- 2+ years of recent Team Lead or Supervisory experience in a call center environment Banking/Financial Services Organization
- High verbal, written, and comprehension English language proficiency.
Prior experience with Wells Fargo credit or debit products is beneficial.
- Ability to work nights, weekends, and/or holidays as needed or scheduled
**Salary**: Php50,000.00 - Php58,000.00 per month
Schedule:
- Night shift
Supplemental Pay:
- 13th month salary
Ability to commute/relocate:
- Taguig City: Reliably commute or planning to relocate before starting work (preferred)
**Education**:
- Bachelor's (preferred)
**Experience**:
- Team Lead CSR: 1 year (preferred)
**Language**:
- English (preferred)
Shift availability:
- Night Shift (preferred)