Customer Service Manager

4 weeks ago

Manila, National Capital Region, Philippines Financial Rescue LLC Full time

Key Responsibilities:

  1. Manage a team of BPO agents, ensuring they provide excellent customer support to our diverse client base.

  2. Develop and implement customer service strategies that align with the specific needs and requirements of each client company.

  3. Monitor and analyze key performance indicators (KPIs) such as call volume, response time, resolution rate, and customer satisfaction scores to drive continuous improvement.

  4. Provide regular coaching, training, and feedback to the BPO team to enhance their skills and performance.

  5. Collaborate with clients to understand their unique requirements and ensure that the BPO team is meeting or exceeding their expectations.

  6. Handle escalated customer issues and complaints, working closely with the team and clients to find effective resolutions.

  7. Foster a positive and motivating work environment that encourages teamwork, open communication, and a customer-centric approach.

  8. Maintain up-to-date knowledge of clients' products, services, and processes to ensure accurate and efficient support.

  9. Prepare and present regular reports on team performance, customer feedback, and areas for improvement to senior management and clients.

  10. Continuously explore and implement new technologies, tools, and best practices to enhance the overall customer experience and team efficiency.

Requirements:

  1. Bachelor's degree in Business Administration, Management, or a related field.

  2. Minimum of 4 years of experience in customer service, with at least 2 years in a managerial role, preferably within a BPO environment.

  3. Knowledge of quality assurance management, encompassing policy development, implementation, and the use of QA tools and methodologies is a MUST.

  4. Strong leadership and interpersonal skills, with the ability to motivate and manage a diverse team.

  5. Excellent communication skills, both verbal and written, with the ability to effectively communicate with clients and team members.

  6. Proficient in using customer relationship management (CRM) systems like Salesforce and other relevant software.

  7. Analytical and problem-solving skills, with the ability to make data-driven decisions.

  8. Flexibility to work in a fast-paced, dynamic environment and manage multiple clients and priorities simultaneously.

  9. Customer-focused mindset with a passion for delivering exceptional service.

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