A mid-sized company belonging to one of the big conglomerates in the Philippines is in need of dedicated and experienced one (1) Customer Service Manager for regular appointment. The Customer Service Manager will play a pivotal role in ensuring exceptional customer satisfaction and driving operational excellence. This position is full-time at a mid-senior level requiring at least five (5) years of experience in customer service management. The Customer Service Manager will supervise three (3) Customer Service Representatives.
Job Description
· Accountable for the day-to-day operations of customer service department
· Plan, coordinate, delegate, and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives
· Develop and implement customer service policies and procedures
· Oversee the achievement and maintenance of agreed customer service levels and standards
· Liaise with management to support and implement growth strategies
· Review and assess customer service contracts
· Ensure the necessary resources and tools are available for quality customer service delivery
· Review and track customer complaints resolution
· Handle complex and escalated customer service issues
· Monitor and report on key performance indicators related to client satisfaction and account growth
· Analyze relevant data to determine customer service outputs
· Identify and implement strategies to improve quality of service, productivity and profitability
· Co-ordinate and manage customer service projects and initiatives
· Ensure budget requirements are met and business objectives are achieved through the effective management of SLA’s, KPI’s and revenue targets
· Create Performance Improvement Plan
· Actively promote and manage continuous improvements in business processes across the department
· Ensure compliance to end of day and month end reporting requirements recommending solutions thereafter on identified gaps.
· Identify and address staff training and coaching needs
Qualifications
· Resident of Metro Manila;
· Graduate of Bachelor’s Degree in Business Management, Marketing or related field in a reputable school;
· With at least five (5) years working experience as manager of Customer Service, Operations Manager (or equivalent) in corporate or BPO setting;
· Has experience handling Inbound, Outbound and Email lines of business
· In-depth knowledge of customer service principles and practice
· Willing and able to work onsite/in-office daily
· Strong leadership, communication and interpersonal skills
· Excellent problem-solving skills abilities and customer-centric mindset
· Resilient, reliable with the ability to work under pressure;
Benefits
· Competitive compensation and benefits
· Hospitalization Benefits
· Medicine Allowance
· Dental Services
· Personal Accident Insurance
· Life Insurance Coverage
· Retirement Plan
· Service Incentive Award
Job Type: Full-time
Pay: Php50,000.00 - Php65,000.00 per month