Customer Service Manager

3 weeks ago

Makati, Philippines Best Reliable Resources Internationale Full time

Job Description Lead, supervise, and manage a team of 2–5 Customer Service Representatives (CSRs), focusing on customer retention, handling in‑house comeback clients, managing refund requests, and ensuring efficient booking processes Monitor team performance to meet customer retention goals, booking targets, and refund timelines effectively Provide continuous coaching, feedback, and training to team members, particularly in managing customer concerns related to bookings, refunds, and client re‑engagement Manage and resolve escalated issues related to bookings, refunds, and client concerns, ensuring timely and professional resolutions Conduct regular performance reviews and one‑on‑one meetings with team members to track progress and address challenges Foster a positive and collaborative team culture, ensuring that CSRs are motivated and empowered to achieve retention and satisfaction goals Oversee the management of booking systems, ensuring the team properly handles scheduling, rescheduling, and appointment confirmations for clients Address customer inquiries and refund‑related requests, ensuring compliance with company policies and maintaining high levels of satisfaction Track and document all customer interactions, concerns, aftersales feedback, and transactions related to retention, bookings, and refunds Prepare and report team metrics—including retention rates, booking performance, and refund resolutions—to upper management Collaborate closely with other departments (e.g., Sales, Clinic Operations) to ensure seamless service delivery and a consistent customer experience Identify areas for improvement in service delivery and implement strategies to enhance the overall customer journey and retention Perform other related duties as may be assigned by management Job Qualifications Minimum of 2 years of experience in customer service, with a proven ability to handle booking inquiries, refunds, and customer retention At least 1 year of leadership or supervisory experience in customer service, BPO, or a related field Experience in managing in‑house comeback clients, developing retention strategies, and handling customer complaints and refunds is a strong advantage Demonstrated ability to coach, mentor, and motivate a small team (2–5 CSRs) to achieve retention and booking targets Excellent interpersonal skills and the ability to build rapport with both customers and team members Strong problem‑solving and conflict resolution abilities, with patience and professionalism in handling challenging situations Proficient in English (both written and verbal) with strong communication and organizational skills Ability to work well under pressure and lead a team in a fast‑paced, customer‑focused environment #J-18808-Ljbffr

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