CSR Mandarin Bilingual Manager

2 weeks ago


Pasig, National Capital Region, Philippines ABS Global Innovations Inc. Full time
Key Responsibilities:
  • Team Leadership:
    • Manage, guide, and nurture a team of customer service representatives.
    • Conduct regular team meetings to ensure everyone is on the same page.
    • Create a positive and teamwork-focused environment.
  • Operational Management:
    • Supervise day-to-day operations of the customer service department.
    • Ensure timely and professional resolution of customer inquiries and issues.
    • Analyze performance metrics to pinpoint areas for enhancement.
  • Customer Experience:
    • Ensure a top-notch customer satisfaction level by providing excellent service.
    • Handle escalated customer concerns and offer suitable resolutions.
    • Devise strategies to enrich the overall customer experience.
  • Training and Development:
    • Establish training programs for new recruits and continuous training for existing staff.
    • Ensure that the team is well-versed in company offerings and policies.
    • Keep abreast of industry trends and integrate them into training sessions.
  • Communication:
    • Collaborate with other departments to meet customer service requirements.
    • Compile and deliver reports on customer service performance to senior management.
  • Process Improvement:
    • Spot opportunities for process enhancements to boost efficiency and efficacy.
    • Develop and uphold customer service protocols and procedures.
    • Ensure adherence to company criteria and legal standards.
Requirement :
  • Qualifications:
    • Hold a Bachelor's degree in Business Administration, Communications, or a related field.
    • Demonstrated experience as a customer service manager or in a similar capacity.
    • Proficiency in Mandarin (speaking, reading, and writing) is mandatory.
    • Exhibit strong leadership and team management proficiencies.
    • Possess exceptional communication and interpersonal aptitudes.
    • Capable of handling high-pressure scenarios and making well-informed decisions.
    • Proficient in customer service software and tools.
    • Show prowess in analytical thinking and problem-solving.


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