44214775690- Customer Service Manager

2 weeks ago

Sorsogon City, Philippines Activate Talent Full time

Job Title: Customer Service Manager

Employment Type: Full-time;Remote

Schedule: US Time zone

Industry: Customer Service

About Us

We’re a fast-growing company that values excellence in customer experience. We’re looking for a Customer Service Manager who is not only an experienced leader but also hands-on and willing to jump into customer support when needed. This role requires strong organizational skills, clear communication with employees, and a passion for delivering outstanding service.

Role Overview

The Customer Service Manager will lead and support a team of Customer Service Representatives while also handling direct customer interactions. This hybrid role ensures the team is motivated, well-trained, and aligned with company standards while maintaining a hands-on approach to customer satisfaction.

Key Responsibilities
  • Team Management: Supervise, mentor, and support the customer service team, ensuring smooth day-to-day operations.
  • Communication: Maintain clear, consistent communication with employees, fostering an open and collaborative environment.
  • Customer Service: Handle escalated customer inquiries via chat, email, or phone, and assist with regular CSR duties when needed.
  • Training & Development: Coach and develop representatives to improve performance, communication, and problem-solving skills.
  • Organization & Reporting: Track KPIs, monitor team performance, and provide reports and feedback to leadership.
  • Process Improvement: Identify recurring issues, streamline workflows, and recommend solutions to improve customer experience.
  • Hands-On Support: Lead by example by directly engaging with customers and assisting the team during high-volume periods.
Qualifications
  • Proven experience in customer service with at least 2 years in a leadership/managerial role.
  • Strong written and verbal communication skills in English.
  • Highly organized and detail-oriented with strong follow-through.
  • Hands-on, proactive leadership style with a willingness to take on CSR responsibilities.
  • Familiarity with customer service platforms (Zendesk, Intercom, Freshdesk, or similar).
  • Ability to manage and motivate a remote team.
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