Customer Service Team Leader

We have an exciting opportunity for an experienced Customer Service Team Leader to work the day shift in our Makati office. You can work from home or be office-based—you choose!

When you join Yempo, you’ll receive the following fantastic benefits:

• Highly competitive salary – paid weekly!
• HMO enrollment on commencement
• Additional HMO dependents are added each year of service
• 20 vacation days per year; 7 sick days
• Annual performance bonuses and incentives
• Annual salary reviews and increases
• Free cooked rice, snacks and hot drinks
• Company polo shirts are provided
• Fantastic bright and cheerful open-plan work environment
• Prestigious clients and highly professional and friendly co-workers

Our Client

In this position, you will be assigned to our client, a Sydney-based company providing global port logistics solutions. They develop and maintain a suite of tailored and integrated products to help streamline operations, enhance efficiency and optimize productivity throughout the supply chain. Their customers include shipping lines, port and terminal operators, freight forwarders, customs brokers, 3PLs, trucking companies, rail operators, importers and exporters.

Your Responsibilities

As the Customer Service Team Leader, you will be responsible for supervising and assisting with the day-to-day operations of the Yempo customer service team. You must coach/motivate the team, maintain adequate customer service procedures, identify opportunities to create new metrics/tools that support continuous improvement and track/ monitor team members’ performance. Reporting directly to the Senior Customer Operations Manager in Sydney, you will also contribute to relevant management meetings and provide detailed analytics on team performance.

Your Background

• 5+ years of direct customer service experience.
• 3+ years of team leader experience.
• Bachelor’s Degree in commerce or business-related discipline.
• Leadership skills – decision-making, problem-solving, and interpersonal skills with an ability to motivate, unify and empower others.
• Ability to collaboratively engage team members, particularly in a remote workforce.
• Good understanding of leadership/management practices and techniques.
• Experience working with high-volume inbound/outbound customer service.
• Ability to listen and understand client requests and then take appropriate action.
• Excellent written and verbal communication skills, with the ability to engage with stakeholders at all levels, internally or externally.
• Have a proactive approach to working and the ability to self-motivate, plan, organize and prioritize activities based on outcomes required.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Change leadership, especially around continuous improvement (specifically for the offshore team).
• The ideal candidate will also have experience in freight and logistics.

Nice to have

• Experience using tools like Zendesk, Atlassian, JIRA, Confluence, Microsoft Office, Excel, Word, Outlook, and Teams.
• The ideal candidate will also have experience working in the IT industry.

Disclaimer for Salary Ranges – Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate. Final job offers will be within the advertised range or higher.