Wells Fargo : Team Lead Customer Service

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)