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汉高
Team Lead Customer Service Support
立即应聘

Team Lead Customer Service Support

发布于 大约 3 小时前

基层主管/组长

Philippines, Makati, National Capital Region
高级经验
全职员工
混合式弹性办公
本科
客户服务与支持
Cross-Functional Collaboration
Customer Service
Kpi Management
Ms Excel
Process Improvement
Sap
Team Leadership

AI 估算 · 15k–20k

Team lead level with SAP expertise in a multinational company; mid-shift and hybrid work may offer premium, but Philippines cost

职位详情

关于这个职位

This role leads a customer service support team in a hybrid setup in Makati, Philippines. You will oversee daily operations, drive process improvements, and collaborate with cross-functional teams to ensure high-quality service delivery and achieve performance targets.

最低要求

Bachelor's Degree in any field

Minimum of five (5) years’ experience in handling SAP Order Entry Process
Proficiency in MS Excel is required; SAP knowledge in Order Entry is required
Must be detail oriented and customer-service oriented. People management skills.
Proficiency in English verbal and written communication is needed
Amenable to work on mid-shift schedule (3:00 PM to 12:00 NN), and report on a hybrid work set-up in Ayala Avenue, Makati

工作职责

Lead and develop the Customer Service Support team, including hiring, performance management, succession planning, and fostering a strong, engaged team culture

Act as key point of contact for stakeholders, driving alignment through regular regional calls, clear communication, and effective relationship management
Oversee operational excellence by resolving day-to-day topics, monitoring performance, and ensuring adherence to quality standards, KPIs, and SLAs
Drive continuous improvement and process optimization in collaboration with Supply Chain and Operations to increase efficiency and service quality
Plan and manage team resources and structure to meet business demands, including absence management and workload balancing
Lead and contribute to cross-functional projects, process transfers, and audits, ensuring smooth implementation and ongoing improvements
Use data, feedback, and insights to identify improvement opportunities, communicate performance results, and implement actions that enhance team and business outcomes

AI 洞察

优缺点分析

优点

  • Work in a top multinational company (Henkel) with strong reputation and career development programs.
  • Hybrid work model offers flexibility, plus additional perks like work-from-anywhere up to 30 days per year.
  • Exposure to cross-functional projects and international stakeholders, broadening business acumen.
  • Comprehensive benefits including HMO, provident fund, and gender-neutral parental leave.
  • Mid-shift schedule (3 PM to 12 AM) may affect work-life balance and social life.
  • Requires handling operational escalations and meeting strict KPIs in a fast-paced environment.
  • Must balance team management with hands-on operational tasks, which can be demanding.
  • Experienced customer service professionals with SAP skills who want to step into a team lead role in a multinational company, and are comfortable with mid-shift and hybrid work.

缺点 / 挑战

暂无明显挑战项

角色解读

  • Move to higher-level management roles such as Senior Manager or Director of Customer Service.
  • Transition to regional or global roles in supply chain, operations, or process excellence.
  • Deepen expertise in SAP and process optimization, becoming a subject matter expert.
  • Lead and develop a team of customer service representatives, handling hiring, performance reviews, and career development.
  • Act as the bridge between the team and internal stakeholders (Supply Chain, Operations) to resolve issues and improve processes.
  • Monitor team performance against KPIs and SLAs, and drive continuous improvement initiatives.
  • Manage team resources, schedules, and workload to ensure service levels are met.
  • Proficiency in SAP Order Entry and MS Excel is mandatory.
  • Strong people management and leadership skills to motivate and develop a team.
  • Excellent verbal and written English communication for stakeholder coordination.
  • Detail-oriented with a customer service mindset, plus analytical ability to use data for improvements.

申请策略

  • Tailor your cover letter to mention your leadership style and how you drive team performance.
  • Research Henkel's business and its customer service operations to show genuine interest.
  • Emphasize your SAP Order Entry expertise and any experience leading teams or projects.
  • Highlight examples of improving service metrics (e.g., reduced response time, increased customer satisfaction).
  • Showcase your ability to work with cross-functional teams and communicate effectively in English.
  • If not already proficient, take advanced MS Excel courses (e.g., pivot tables, VLOOKUP).
  • Consider SAP certification or training to strengthen your application.

面试指南

  • Use the STAR method (Situation, Task, Action, Result) for behavioral questions.
  • Focus on metrics and concrete outcomes in your answers.
  • Demonstrate both people management and operational excellence.
  • How do you handle underperforming team members?
  • Describe a time you improved a process that resulted in better efficiency.
  • How do you prioritize tasks when managing both team issues and operational demands?
  • Can you explain your experience with SAP Order Entry and how you've used it to improve accuracy?
  • How do you communicate with stakeholders to align on expectations?

职位点评

70
综合评分

Stable MNC with good benefits, hybrid work, and team lead career growth, but requires mid-shift and limited social impact.

从薪资福利、成长空间、工作节奏和岗位方向综合评估，方便横向比较。

更适合这类人
A candidate who prioritizes compensation, benefits, and career growth in a stable multinational environment, and is comfortable with a hybrid work schedule with mid-shift.
表现最好
薪资福利
相对薄弱
使命价值
薪资福利80
成长发展75
工作生活60
使命价值50

薪资福利

80较高

The role offers competitive compensation typical of multinational companies in the Philippines, plus comprehensive benefits like HMO, provident fund, and insurance. The salary signal is not disclosed but likely market-aligned for a team lead.

薪资信号未披露（AI估算：15K-20K/月）
福利待遇HMO healthcare coverage plan、Provident Fund、Group Life and Personal Accident Insurance、Employee Share Plan、Gender-neutral parental leave

成长发展

75中等

Opportunities for growth include diverse national and international opportunities, cross-functional projects, and team development. However, the JD does not explicitly mention training or mentorship programs.

技术前沿主流现代技术
技术栈SAP、MS Excel
成长机会Diverse national and international growth opportunities
业务类型cost_center

工作生活

60中等

Hybrid work model and flexible hours provide some flexibility, but the mid-shift schedule (3 PM-12 AM) may be challenging for work-life balance. Office location in Makati is central.

工作模式混合式弹性办公
办公地点市区核心地段
加班情况未提及（无法判断）
工作生活平衡Flexible work scheme with flexible hours、hybrid work model、work from anywhere policy for up to 30 days per year

使命价值

50较低

Customer service role in a multinational chemical company has neutral social impact. The work primarily focuses on operational efficiency rather than broader societal contributions.

行业发展稳定成熟行业
社会影响中性/一般
创新程度稳健跟随主流

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