• Job Description

  Req#: CS24-014

  Company Description

  About Balsam Brands: Balsam Brands is a global eCommerce retailer with roots in holiday and home décor. Our flagship brand is Balsam Hill™, the world’s leading retailer of artificial Christmas trees and holiday décor. We strive for excellence in everything we do and present a unique opportunity for those seeking to have an 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, Ireland, the Philippines, and most recently - Mexico City!

  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 communities. When you join Balsam Brands, you’ll find a culture of caring people doing challenging work while building a welcoming workplace.

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

  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.

  Team Manila represents nearly every function in the company — from Marketing to Operations and everything in between. Everyone gets to enjoy company-issued laptops and full employee benefits including HMO coverage, mental health support, paid time off, 13th-month pay, and many more. The company trips, wellness benefits, and other perks are just the cherry on top of our permanent work-from-home setup.

  • Balsam International on Facebook: https://www.facebook.com/BalsamInternationalPH
  • Balsam International on LinkedIn: https://www.linkedin.com/company/balsam-international-unlimited

  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, to perform essential job functions, and to receive other benefits and privileges of employment.

  Job Description

  Balsam Brands is looking for Customer Service Team Leaders to join our seasonal Customer Service Team in the Philippines. The Customer Service Team Leader is responsible for overseeing and leading a virtual team of Customer Service Associates who respond to customer requests and questions, resolve customer issues, and ensure the highest level of customer satisfaction. The ideal candidate will provide remote guidance, training, and mentorship to the agents, promote team development, and coordinates 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. The ideal candidate will also be flexible and able to take on additional tasks as necessary to support the team and business needs. The CS Team Leader will report directly to the Brand Leads.

  This role is part of the BHI Wave 14 Training.

  Training Start Date: September 16, 2024
  End of Contract: December 15, 2024

  What you’ll be doing:

  Team Management

  • Oversee a team of 10-15 agents
  • Supervise daily operations of the remote customer service department.
  • Lead, guide, and support a team of remote Customer Service Associates.
  • Understand and communicate company policies and procedures, and implement in-season operational changes.
  • Respond to customer service issues and provide solutions in a timely manner.
  • Collaborate with colleagues to ensure efficient operations and issue resolution.
  • Oversee the achievement and maintenance of agreed KPIs and standards.
  • Plan, prioritize, and delegate work tasks to ensure efficient brand performance
  • Conduct regular performance evaluations, give feedback, and handle disciplinary actions as needed.
  • Provide training and coaching to the remote team to maintain high customer service standards.
  • Respond to agent inquiries of the brand/s through our internal live chat and communication tools.

  Other Duties and Responsibilities

  • Deliver exceptional and engaging customer service across multiple brands via email, live chat, and SMS/WhatsApp.
  • Maintain the confidentiality and security of all company files and sensitive information.
  • Contribute to the development and improvement of processes by providing feedback to enhance the overall customer experience.
  • Perform other duties as assigned from time to time.

  What we’re looking for:

  • College level or Senior High School graduate
  • Experience
    • At least 1 year experience in supervisory, training or similar people management roles
    • Minimum of 1 year experience in customer service, business correspondence, corporate communications, or writing.
    • Background in a customer service environment is highly preferred.
    • Excellent written English communication skills with the ability to understand and present information in various documents and spreadsheets.
    • Remote work experience is a plus.
  • Behavioral Competencies
    • Passion for delivering exceptional customer service.
    • Excellent time and people management skills
    • Strong attention to detail to ensure accurate and consistent brand representation in all responses.
    • Strong analytical, problem-solving, and critical thinking skills.
    • Proficiency in MS Office applications and remote work using CRM and online communication tools.
    • Collaborative team player with strong professional communication skills
    • Proactive attitude and learner’s mindset (asks questions, gives feedback, clarifies potential issues, etc.)
    • Ability to manage multiple tasks and prioritize effectively.
    • Ability to coach and mentor Customer Service Associate (CSAs) as well as receive feedback constructively and incorporate it into their work.

  Location: The Customer Service Team Leader for Front Office role is a remote seasonal 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 not have any planned trips or long vacations between September 16, 2024 to December 15, 2024, especially during the holidays.
  • Must not have other work/employment commitments conflicting with the scheduled work hours set by the CS Recruitment lead.
  • Must have a dedicated, functional laptop 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: 8GB 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: 8GB or higher
      • Storage: 128GB or higher for SSD, 250GB+ for HDD
  • 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 contingency plans in the event of any power outages, connection disruptions 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.

  Note: An online assessment 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 September 16, 2024 to December 15, 2024. Note that there could be contract extensions depending on the needs of the business.

  Additional Information

  All your information will be kept confidential according to EEO guidelines.

• 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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