Customer Service Supervisor

10 hours ago

Bulacan Philippines Moderno Smart Home Depot, OPC Full time

The Customer Service Supervisor is responsible for overseeing the daily operations of the customer service team to ensure a high standard of service delivery. The role involves team supervision, issue resolution, interdepartmental coordination, and performance monitoring aligned with company service objectives.

  • Supervise daily operations of the customer service team to ensure excellent service delivery.
  • Monitor and respond to customer inquiries, complaints, and feedback via phone, email, and social media.
  • Train, mentor, and evaluate customer service staff to improve performance and service quality.
  • Create and implement standard procedures for handling customer concerns and escalations.
  • Coordinate with other departments (Sales, Logistics, Inventory, etc.) to resolve customer issues efficiently.
  • Analyze service trends and generate reports to support continuous improvement.
  • Maintain and monitor KPIs such as response time, resolution rate, and customer satisfaction.
  • Oversee proper documentation of customer interactions and resolutions.
  • Handle escalated customer issues professionally and promptly.
  • Ensure the customer service area is organized, professional, and aligned with company standards.
  • Perform other tasks as may be assigned by management.
  • 1- 3 years of experience
  • Bachelor's degree required
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