Customer Service Operations Manager

2 weeks ago


Cebu City, Central Visayas, Philippines Neksjob Full time

Neksjob is seeking an experienced Supervisor to oversee and manage our Customer Service Operations team. The ideal candidate will be responsible for ensuring that customer needs are met with efficiency and professionalism, while overseeing remote customer service functions including phone, online chat, and text-based support.

Key Responsibilities:
  • Oversee the daily activities of a team of customer service representatives, ensuring effective response to both high-volume, low-complexity inquiries and lower-volume, higher-complexity inquiries.
  • Provide mentorship and guidance to less experienced team members, promoting professional growth and excellence in customer service.
  • Manage employee performance, conduct regular evaluations, and address any challenges to improve team effectiveness.

In addition, the successful candidate will ensure the provision of excellent customer service in a remote support environment, handling phone, chat, or text inquiries and resolving issues in a timely manner. They will also supervise customer service activities within distribution centers, repair centers, or walk-in customer service facilities, acting as the liaison between customers, production, and distribution departments to resolve issues related to specific customer orders.

Qualifications:
  • Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory capacity.
  • Experience in remote customer service (phone, chat, text) and/or in-person customer service (distribution center, repair center, walk-in service) is preferred.


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