SERVICE DESK TEAM LEAD (HYBRID)
KMC Solutions, Inc.
Quezon City, PH
1d ago
source : Bossjob

The Purpose Driven Career Objectives of a Team Lead

You will be required to work alongside and lead our customer service team along with servicing customers and answering their queries.

You will be responsible in overseeing their achievements, quotas / SLA’s, solves customer escalations, and organise and motivating the team.

You will be the bridge between the company and the Support / Provisioning Team we have at KMC

To apply for a Team Lead, you are excellent at :

  • Drive value to customers and team members by creating and sharing related knowledge, with company partners and customers, to support their business strategy and goals
  • Serve as the primary escalation point for external internal customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed in a timely manner
  • Provide consistent oversite on service tickets progress, to ensure customer timelines and expectations are managed
  • Manage complex customer issues, coordinating appropriate technical personnel, defining workplan, deadlines and driving customer communications until customer has confirmed issue resolution
  • Accountable for the team’s delivery of timely and accurate technical solutions to customers
  • Ensure depth and breadth of technical skills are maintained across the team to support customer demand
  • Develop, implement, and continuously improve process documentation for the support team
  • Assist direct reports in the attainment of individual goals
  • Review, verify and approve staff time cards for payroll
  • Support the team through coaching, development, coordination, and communication
  • Mitigate customer escalation through development of a direct customer resolution plan
  • Your Success Profile includes :

  • Degree in Business, Administration, or a related field (Preferred)
  • Experience working in Support Desk (preferred)
  • The ability to remain calm under pressure
  • Strong interpersonal skills
  • Strong Multitasking skills
  • Ability to adapt to multiple customers
  • Organisational skills
  • Administrative skills
  • Computer skills (such as spreadsheets, presentations, and reports)
  • Demonstrated leadership and problem solving skills.
  • Comfortable working on deadlines and can demonstrate sound time management and critical thinking skills.
  • KMC Careers

    If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

    We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events.

    We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

    KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling.

    We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

    Work with Us. Grow with Us.

    KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

    Our Culture

    At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment.

    We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

    We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

    Life within KMC : Work Hard Party Harder

    At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community.

    We believe mistakes are opportunities and that you should not present a solution without a problem.

    We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!

    Job Description

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