Customer Service Director

4 days ago


Davao City, Davao, Philippines TRANS PILIPINAS POWER &AUTOMATION, INC. Full time

At TRANS PILIPINAS POWER & AUTOMATION, INC., we are seeking an exceptional leader to head our customer service team. The ideal candidate will possess a proven track record in leading high-performing teams and driving customer satisfaction.

About the Role
  • This role is responsible for leading and managing a team of customer service representatives, ensuring they have the necessary skills and training to provide top-notch support to our customers.
  • The successful candidate will develop and implement strategies to improve customer satisfaction, reduce churn, and enhance the overall customer experience.
  • They will also monitor key performance indicators (KPIs) such as customer satisfaction scores, resolution times, and first-call resolution rates to identify areas for improvement and drive continuous process optimization.
Requirements

Proven Experience: A minimum of 3-5 years of experience in a customer service leadership role is required. Relevant industry experience, such as retail, hospitality, or telecommunications, is highly valued.

Strong Leadership & Communication: Excellent communication, interpersonal, and presentation skills are essential. The ability to motivate, coach, and mentor a high-performing customer service team is crucial.

Analytical & Problem-Solving: Strong analytical and problem-solving skills are required to identify and address customer service issues effectively and efficiently.



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