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Customer Service Manager

1 month ago

Pasay, National Capital Region, Philippines Michael Page Full time
  • Lead a dynamic team to enhance customer experiences.
  • Opportunities for professional growth and development.

About Our Client

The client is a technology solutions provider specializing in the development, procurement, implementation, support, and maintenance of technology solutions. They also offer services in applications, information, hosting, and messaging. With over 70 years of combined experience in telecommunications, IT, and online services, the leadership team is well-equipped to drive exponential growth. The client is poised for expansion through strategic partnerships with various government departments and agencies, positioning themselves for a prominent role in the tech industry in the coming years.

Job Description

  • Manage and guide a customer service team to deliver outstanding service.
  • Provide ongoing coaching, training, and feedback to improve team skills and service quality.
  • Oversee daily operations to ensure smooth and efficient service delivery.
  • Set and track key performance indicators (KPIs) to evaluate team performance and service effectiveness.
  • Ensure compliance with internal policies, industry standards, and service agreements.
  • Resolve customer issues, offering thoughtful and solution-oriented support.
  • Improve and refine customer service processes to enhance overall efficiency.
  • Use performance data to identify opportunities for continuous improvement in customer satisfaction.
  • Work closely with other departments to ensure a unified and seamless customer experience.
  • Contribute to the development of customer service guidelines, policies, and training resources to maintain consistent service delivery.

The Successful Applicant

  • At least 5 years of experience in customer service or a leadership role, with demonstrated success in team management.
  • Strong problem-solving abilities and a focus on customer satisfaction.
  • Leadership skills to motivate and support team members in reaching their full potential.
  • Excellent communication skills, both written and verbal, to effectively address customer needs.
  • Experience with customer service software, CRM tools, and ticketing systems (e.g., Salesforce, Zendesk, Freshdesk).
  • Ability to analyze data and apply insights to improve customer service operations.

What's on Offer

  • Competitive salary and benefits package.
  • Opportunities for professional growth and advancement.
  • A supportive and collaborative work environment.
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