Customer Care Supervisor

2 weeks ago


Quezon City, National Capital Region, Philippines Unlimited Network of Opportunities International Corporation Full time

Unlimited Network of Opportunities International Corporation

On-site - Quezon City 3-5 Yrs Exp Bachelor Full-time

Job DescriptionEmployee Recognition and Rewards

Performance Bonus

Government Mandated BenefitsInsurance Health & Wellness

Health Insurance, HMO

Annual Company Trip, Employee Discount

Professional Development

Employee Assistance Program, Job Training

Bereavement Leave, Maternity & Paternity Leave, Sick Leave, Solo Parent Leave, Vacation Leave

Work-Life Balance

Flexible Hours

Description
  • Supervise and mentor the customer care team, providing guidance and support.
  • Conduct regular team meetings and one-on-one sessions to discuss performance, provide feedback, and address concerns.
  • Monitor team performance against established KPIs, including call handling time, resolution rates, and customer satisfaction scores.
  • Develop and implement training programs to enhance team skills and knowledge.
  • Manage team schedules and ensure adequate staffing levels to meet customer demand.
  • Foster a positive and collaborative team environment.
  • Ensure the team provides prompt, accurate, and courteous responses to distributors' requests, inquiries, and complaints.
  • Handle escalated customer issues and resolve complex problems effectively.
  • Monitor distributors' interactions to ensure adherence to quality standards and company policies.
  • Answer product and service questions; suggest information about other products and services.
  • Open customer accounts by recording account information.
  • Maintain customer records by updating account information.
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs.
Requirements
  • Graduate of any 4-year Business course
  • Must have at least 5 years' experience in customer service
  • Proven ability to lead and motivate a team.
  • Above average communication, interpersonal, and problem-solving skills.
  • Strong understanding of customer service principles and best practices.
Working Location

If the position requires you to work overseas, please be vigilant and beware of fraud.

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