Customer Service Manager

2 weeks ago


Taguig, National Capital Region, Philippines DigiPlus Interactive Corp Full time

DigiPlus Interactive Corp. (formerly known as Leisure and Resorts World Corporation) is a publicly listed company (PSE: PLUS). With over 20 years of expertise under its belt, DigiPlus ushered its unbeatable dominance in the Philippine retail gaming market by forging an empire of world-class multi-gaming platforms strategically located through a robust distribution network in prime locations across the country.

Main Duties and Responsibilities:

  • Accountable for the day-to-day operations of the 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
  • Define and communicate customer service standards
  • Create Performance Improvement Plan
  • Review and assess customer service contracts
  • Oversee the achievement and maintenance of agreed customer service levels and standards
  • 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 accuracy of reporting and database information
  • Analyze relevant data to determine customer service outputs
  • Identify and implement strategies to improve quality of service, productivity and profitability
  • Liaise with company management to support and implement growth strategies
  • 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
  • Actively promote and manage continuous improvements in business processes across the department
  • Evaluate and performance manage staff
  • Identify and address staff training and coaching needs

Qualifications:

  • Bachelor's Degree is required
  • Able to speak, write, and read Mandarin and English fluently
  • Minimum of three (3) years experience as Operations Manager (or equivalent) in a BPO Setting is required
  • Background in Gaming/Casino Industry will be an advantage
  • Has experience handling Voice, Chat, and Email lines of business
  • In-depth knowledge of managing a Contact Center operations
  • Experienced in handling Voice, Chat, and Email lines of business
  • Knowledge of different CRM tools
  • In-depth knowledge of customer service principles and practice
  • Willing and able to work on shifting schedules
  • Willing and able to work onsite/in-office daily
  • Highly motivated leader that believes in coaching and develops his/her team members to achieve exceeding performance expectations
  • Strong communication skills, both written and verbal, in both English and Tagalog language
  • Has the ability to work on an on-call basis during AHOD – Emergency Operation Status
  • Ability to identify process improvements to achieve daily operational efficiency

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