Customer Support Manager

2 weeks ago

Manila, National Capital Region, Philippines Gentrade International (Phils.) Inc. Full time

Full time

Add expected salary to your profile for insights

  • Ensures that the department is running well with a smooth and efficient service that meets the expectations and needs of customers.
  • Manages and increases the effectiveness and efficiency of the customer support team (CSRs), through improvements to each function as well as coordination and communication between support and business functions.
  • Improves customer service experience, creates engaged customers and facilitates organic growth.
  • Provide quality service to maintain the existing customer base and improve client coordination.
  • Generates and presents performance reports to empower team and Management in providing sound and timely decisions.
  • Designs mitigation plans, identify potential risk, implement quality assurance procedures and service recovery efforts to manage customer expectations.
  • Develops service procedures, systems and policies and standards.
  • Plans, monitors, assesses, appraises performance and provides coaching and training to the team.
  • Organizes workflow and ensures that the team understands their duties or delegated tasks.
  • Monitors employee productivity and provides constructive feedback and coaching.
  • Accomplishes other duties that may be assigned by the management from time to time.

JOB QUALIFICATIONS

  • A Senior high school graduate or college undergraduate of Business/Management; MBA preferred, provided that the candidate has the required relevant work experience indicated and with the approval of the hiring manager and department head.
  • Over 8 years of relevant work experience with a proven track record in Customer Service management and/or development; with 5 years management experience; background in MC retail and finance is an advantage
  • Excellent negotiation, analytical, and project management skills
  • Outstanding leadership and communications and customer service skills
  • Amenable to periodic or frequent travels to any part of the country
  • Well-versed in MS Office or Google Suite applications
Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as a Customer Support Manager?

Do you have customer service experience?

Which of the following Microsoft Office products are you experienced with?

How many years of people management experience do you have?

Gentrade International (Phils.) Inc. was incorporated on May 16,1996 for the purpose of selling motorcycle units, spare parts and accessories. Its operation started March 14, 1997 when the motorcycle selling and financing was finally transferred from Siy Cha Hardware Corporation to Gentrade International (Phils.) Inc., and operating under the trade name of Trans Cycle. The principal place/ head office of the business is located at Alunan Highway Tacurong City Sultan Kudarat and currently with branch business office address at Rm. 3307 One Corporate Centre J. Vargas corner Meralco Ave. Ortigas center Pasig City.

Gentrade International (Phils.) Inc. was incorporated on May 16,1996 for the purpose of selling motorcycle units, spare parts and accessories. Its operation started March 14, 1997 when the motorcycle selling and financing was finally transferred from Siy Cha Hardware Corporation to Gentrade International (Phils.) Inc., and operating under the trade name of Trans Cycle. The principal place/ head office of the business is located at Alunan Highway Tacurong City Sultan Kudarat and currently with branch business office address at Rm. 3307 One Corporate Centre J. Vargas corner Meralco Ave. Ortigas center Pasig City.

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