• Job Description

  Req#: CS23-001

  Company Description

  Balsam Brands is a global, eCommerce retailer with roots in holiday and home décor. We strive for excellence in everything we do and present a unique opportunity for those seeking to have a meaningful impact in a people-first company that values relationship building, authenticity, and doing the right thing. We have steadily growing teams in Boise, the Bay Area, Dublin, the Philippines - and most recently, Windsor, Canada!

  The company's mission is to create joy together. We empower our team and partners to love what they do, provide products and experiences that inspire meaningful moments with family and friends, and give back to our families and communities in impactful ways. When you join Balsam Brands, you'll find a culture of caring people doing challenging work and building a welcoming workplace.

  • Balsam Brands in Forbes: https://bit.ly/balsambrandsforbes
  • Balsam Brands on LinkedIn: http://www.linkedin.com/company/balsam-brands/

  In 2023, Balsam International, our Regional Operating Headquarters in the Philippines, received the Great Place To Work recognition which is a testament to the People First culture that we have built over the years.

  At Balsam International, we strive to build a diverse, equitable, and inclusive team to fulfill our purpose to create joy together. Balsam International is proud to be an equal opportunity employer. We encourage people from all backgrounds, ages, abilities, and experiences to apply. We do not discriminate on the basis of race, ethnicity, religion, national origin, citizenship, marital or family status, disability, sexual orientation, gender identity or expression, pregnancy or caregiver status, or any other legally protected status. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application and interview process, perform essential job functions, and receive other benefits and privileges of employment.

  Job Description

  Balsam Brands is looking for seasonal Customer Service Team Leads to join our seasonal Customer Service Team in the Philippines. The remote Customer Service Team Lead is responsible for overseeing and leading a virtual team of Customer Service Representatives who respond to customer requests and questions, resolve customer issues, and ensure the highest level of customer satisfaction. Team Leads provide remote guidance, training, and mentorship to their team, promote team development, and coordinate workflows to achieve key performance indicators. This role involves a significant amount of customer interaction as well as coordination with other remote teams within the company. Our ideal candidates will also be flexible and able to take on additional tasks as necessary to support the team and business needs.

  What you’ll do:

  • Team management
    • Oversee a team of 10-15 agents
    • Supervise day-to-day operations in the remote customer service department.
    • Lead, guide, and support a team of remote Customer Service Representatives.
    • Provide training and coaching to the remote team to maintain high customer service standards.
  • Provide customer service expertise
    • Understand company policies and procedures, as well as cascade in-season operational changes in a timely manner
    • Respond to customer service issues and provide solutions in a timely manner.
    • Respond to agent inquiries of the brand/s through our internal live chat and communication tools.
    • Effectively handle and resolve cases and case tasks by representing the brand and its values to meet the Service Level Agreements (SLAs) via the assigned platform.
  • Performance management
    • Communicate with colleagues to ensure customer issues are resolved appropriately and operations are running smoothly
    • Oversee the achievement and maintenance of agreed KPIs and standards.
    • Conduct regular performance evaluations, give feedback, and handle disciplinary actions as needed.
    • Secures the confidentiality and safety of all company files and information.
    • Other ad-hoc tasks and projects as directed

  What you bring to the table:

  • College level
  • Minimum of 1 year of relevant work experience in Customer Service, writing, corporate communications, or business correspondence
  • Background in a customer service environment is highly preferred.
  • Excellent time and people management skills
  • Excellent written English communication skills with strong analytical, problem-solving, and critical thinking
  • Ability to learn quickly, multi-task, and work with minimal supervision.
  • Ability to coach and mentor Customer Loyalty Analysts (CLAs) as well as receive feedback constructively and incorporate it into his/her work.
  • Must be amenable to working night shift/ shifting schedules, split rest days, weekends, and holidays depending on the business need.
  • Must be amenable to receiving paid in-person training in Ortigas.
  • Comfortable in learning and working through a task in various technology-based systems via electronic applications.
  • Experience with an eCommerce company is a plus, but not required.
  • Experience in managing social media platforms is a plus, but not required.
  • Experience working with Amazon is a plus, but not required.
  • Intermediate knowledge of MS Office programs. Must be able to present and understand the information in various shared documents and spreadsheets.

  Location: The Customer Service Team Lead (Seasonal) position is a remote working position for Balsam International Unlimited Philippine ROHQ in Manila. Team members in the Philippines are located within Metro Manila, Bataan, Batangas, Bulacan, Cavite, Laguna, Pampanga, Rizal, and Tarlac areas only.

  Our must-haves:

  • Applications of past seasonal hires who relocated outside of our allowed areas will be evaluated based on their current location and performance during their time in Balsam.
  • Must be willing to attend in-person training on the last week of August or first week of September.
  • Must have a dedicated, functional laptop/desktop that meets the following specifications:
    • For Windows users:
      • OS Windows 7 - 64 bit or higher
      • Processor: Intel or AMD Dual Core with 2.0 GHZ up, Intel Core i3 or better
      • Working MS Office 365 or any version
      • RAM/Memory: 4GB or higher
      • Storage: 128 SSD or 250GB HDD or higher
    • For Mac users:
      • Processor: Intel Core i3/i5/M series
      • Updated Mac OS
      • Working MS Office 365 or Apple built-in apps
      • Memory: 4GB or higher
      • Storage: 128GB or higher for SSD, 250GB+ for HDD
  • Must have a back-up laptop or desktop for use if primary laptop or desktop encounters issues.
  • Must have a fast, reliable DSL, Fiber, or Broadband connection (not mobile or broadband stick) as the primary internet connection with a minimum actual speed of 50MBPS. Proof of subscription will be required.
  • Must have a back-up internet connection of the same speed if primary connection becomes spotty. (Pocket Wi-Fi and Mobile hotspot with at least 10 MBPS)
  • Must have contingency plans in the event of any power outages or related circumstances.
  • Must be willing and able to work on a flexible schedule to depending on the business needs. Shift adjustment requests will not be accommodated.
  • Must not have any planned trips or long vacations between September 2023 to January 2024, especially during the holidays.

  Note: Online assessments will also be part of the recruitment process.

  Status: This is a contractual, home-based job that requires a scheduled eight (8) hours of full-time, dedicated work daily, five days a week. Paid overtime may be required. If performance is up to standard, the contract will be effective from August 28 to December 2023. Note that there could be contract extensions depending on the needs of the business.

• About the company

  Balsam Brands is a multi-brand E-Commerce retailer with roots in holiday and home décor. We strive for excellence in everything we do and present a unique opportunity to those who are seeking to have a meaningful impact in a fast-paced, high-energy environment.

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