Customer Service Supervisor

1 week ago

Quezon City, Philippines Western Marketing Corporation Full time

Overview

This role is responsible for overseeing the overall customer service team, ensuring exceptional customer through efficient problem resolution and continuous improvement of service delivery.

Educational/Work Experience
  • A bachelor’s degree in administration and management or a related field
  • At least one (1) year experience in service management or a related role
  • With knowledge of service management principles, processes and best practices
Qualifications
  • Excellent communication, interpersonal, and relationship building skills
  • Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges
  • A commitment to delivering outstanding customer service
  • Strong analytical, interpersonal, and relationship building skills
  • Detail-oriented but able to quickly grasp the big picture
  • Strong leadership skills
  • Advanced proficiency in MS Office (Word, Excel, PowerPoint)
  • Strong experience in the administration of CRM software
  • Willing to work on extended hours, holidays and rest day
  • Willing to travel to various branches for fieldwork
Essential Functions
  • Assist the Service Manager in resolving escalated branch issues, providing support and guidance.
  • Aid in compiling and analyzing reports to track service performance and identify areas for improvement.
  • Support the implementation of process changes and improvements, ensuring alignment with company standards.
  • Coordinate with branches and brands to organize customer service representative (CSR) orientations, ensuring consistency across locations.
  • Develop plans for CSR orientations and training sessions to enhance team capabilities.
  • Update the Operations team on process changes for revisions in the operations handbook, ensuring accurate documentation.
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