About Shore360

Shore360 is a 100% Australian-owned BP firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.

Position Summary

The Lead Customer Support Agent role (LCSA) is responsible for the prompt and efficient delivery of Customer Support Agent PH in a day-to-day management and administration capacity, supporting the Customer Service Manager

The Lead Customer Support Agent will provide a high level of customer support, ensuring the successful operation of the Customer Support unit and contributing to the overall success of the CES Team and the Suite of products.

Duties and Responsibilities

• Participate in and promote JANISON core workplace programs, including, but not limited to, those relating to performance and professional development
• Ensuring Assessments Customer Service and ISO 9001-2015 Quality Management standards are achieved
• Support Customer Service Manager and perform management duties when the Customer Service Manager is absent or out of the office 
• Lead CSA Team and coordinate with Global Support teams leads
• Assist in improving overall Support team performance and mentor Support team members with Product & process updates, technical advice, training, and implementation of improvements
• Monitor, track & report team SLAs (Service Level Agreements) and workflows.
• Ensure CSR (Customer Service Representative) follows the best support practices.

Performance Goals and Key Performance Indicators

• Support CSM by maintaining collaborative working relationships with all relevant business units to provide quality solutions
• Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
• Assist in recruitment, manage, and develop a team of experienced CSRs
• Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
• Ensure that various in-house systems, databases, and records are accurately maintained
• Communicate deadlines and goals to team members
• Ensure all customer inquiries and issues are solved correctly, promptly and professionally within the SLAs specified
• Assist in Point of Escalations and maintain less than 5% of Complaints

Experience, Skills, and Qualifications

Essential

• At least 3 years of experience in a Contact center or equivalent client-facing role
• Strong interpersonal, verbal, and written communication skills, with attention to detail and outstanding customer service skills
• Demonstrated ability in leading, building, and maintaining excellent relationships with internal and external customers
• An enthusiastic and team-driven approach with the ability to manage and deal with high-stress situations and difficult customers
• Experience in Customer Service or Service desk/call logging systems i.e., Zendesk, Jira, ServiceNow, or other
• Experience in using Social Media Platforms/CHATBOT to engage and inform customers

Desirable

• Advanced skills in the use of Microsoft Office, including Word, Excel, and databases
• Proven track record in using Customer Relationship Management Programs

Equal Employment Opportunity

Demonstrated understanding of incorporating the principles of Equal Employment Opportunity and Affirmative Action, and ability to work positively with staff and customers/other stakeholders from a diverse range of backgrounds.

Work Health and Safety (WHS)

Understand your WHS responsibilities and actively ensure the health, safety, and well-being of yourself and others at work in accordance with the organization's WHS policies and procedures.

Organizational Structure

1. Head of Global Support(AU)
2. Customer Services Manager(AU)
3. Lead CSL1 Customer Services (AU)
4. Lead Customer Support Agent (PH)
5. Customer Support Agent (PH)

ShoreXtra Benefits & Perks

• Permanent WFH
• 20 days leave credits
• Highly engaged team
• Unlimited potential for growth
• Fun and family-oriented working environment
• Silver Badge - Referral Incentive for Shore360 employees