Customer Service Manager

5 days ago


Davao City, Davao, Philippines Talent Outsourcing Channel Solutions Full time

Job Description

The Customer Service Team Leader will play a pivotal role in overseeing and supporting a team of customer service professionals, ensuring exceptional service delivery and driving the success of our call centre operations.

  • Provide day-to-day leadership and guidance to a team of customer service agents, fostering a positive and productive work environment
  • Monitor team performance, set targets, and implement strategies to improve efficiency and customer satisfaction
  • Conduct regular coaching and feedback sessions to help team members develop their skills and reach their full potential
  • Identify training needs and work with the training team to design and deliver tailored programmes
  • Manage team schedules, attendance, and adherence to operational procedures
  • Collaborate with other departments to ensure seamless customer experience
  • Contribute to the development and implementation of process improvements and new initiatives
  • Serve as a point of escalation for complex customer inquiries and complaints, providing effective resolutions


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