Service Excellence Manager

6 days ago


Makati City, National Capital Region, Philippines SuperStaff Full time

About the Role

We are seeking a Service Excellence Manager to join our SuperStaff team. As a Service Excellence Manager, you will be responsible for designing, developing, and implementing efficient and effective operational processes to meet Vendor KPIs.

Key Responsibilities

  • Manage human resources, technology, and infrastructure to support an efficient Customer Care operation.
  • Continuously monitor and analyze Customer Care performance, including service levels, productivity, efficiency, and quality.
  • Design, develop, and implement efficient and effective operational processes to meet Vendor KPIs.
  • Build and maintain strong relationships with Vendor, serving as the primary contact for communication regarding Customer Care operations.
  • Be prepared to address and handle emergency situations or sudden changes in Customer Care operations.
  • Compile routine performance reports and analyze data to identify improvement opportunities and take necessary actions.
  • Ensure Customer Care operations comply with relevant regulations and quality standards.
  • Engage in continuous improvement initiatives to enhance efficiency, productivity, and client satisfaction.

Requirements

  • Candidates must possess at least a Diploma or a Bachelor's Degree.
  • Ability to multitask, set priorities, and manage time effectively.
  • Familiarity and experience with a smartphone, online shop, and other online apps.
  • Detail-oriented individual.
  • The candidate must have a service-oriented attitude.
  • An outgoing person who is friendly but remains professional.
  • Willingness to work on a shift, including holidays.
  • Knowledge of customer service practices and principles.
  • A focused attitude for solving customer issues quickly and comprehensively.
  • Customer focus and adaptability to different personality types.
  • Ability to deal with stress and work pressure.
  • Native speaker of Korean with B1/B2 English skills.
  • Ability to multitask and highly adaptive to a constantly changing environment. Excellent oral, written, and interpersonal communication skills.
  • Ability to effectively manage cross-functional projects. A strong customer-service-oriented mindset sets the tone for team members.
  • Ability to provide quick solutions for operational issues.
  • Intermediate to advanced reporting skills.
  • HMO with 1 free dependent upon hire.
  • Life Insurance.
  • 20 PTO credits annually.
  • VL and SL cash conversion.
  • Annual Performance-Based Merit Increases and Employee Recognition.
  • Great Company Culture.
  • Career Growth and Learning opportunities.
  • A laptop will be provided by the company.


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