Customer Service Supervisor

2 days ago


Manila, National Capital Region, Philippines Canon Business Process Services Philippines Inc. Full time
About the Role

The Customer Service Supervisor will coordinate the daily work effort of the Billing Representatives under the CSA – Contracts/Billing section. The Supervisor will assist the manager in providing guidance to the Contracts/Billing team to ensure the accurate and timely administration of service agreements and related processes. The Supervisor will also interact with customers including some minor technical discussions with customer satisfaction as a top priority.

Responsibilities include:
  • Supervising the day-to-day operations and leading in the execution of identified action items, plans and/or tasks, in accordance with operational protocols and standards or as agreed with the Manager.
  • Ensuring deliverables are submitted in an accurate, timely and efficient manner;
  • Overseeing the distribution of manpower and workload, as determined with the Manager;
  • Preparing/consolidating and analyzing available reports and monthly requirements;
  • Cooking and mentoring Billing Representatives on their respective work responsibilities;
  • Coordinating with CSA Business Operations Team on prioritization;
  • Assisting in all areas of Contracts Administration;
  • Monitoring the day-to-day activities of all team members through analysis of reports and knowledge of business requirements;
  • Ensuring timely and accurate completion of tasks as needed by the CSA Management team including but not limited to meter capture, customer contacts, PO Gathering, portal activities and customer service related activities. These activities may be added to at any time;
  • Being responsible for all escalated and difficult Customer Service issues. Keeping the CSA Business Operations Management team in the loop with any customer issues;
  • Meeting with the CSA Business Ops team on a weekly basis either by phone or written summaries as needed.


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