Marketplace Customer Service Associate Director

1 week ago


Pasig, National Capital Region, Philippines PeakXV Full time

We are seeking a highly skilled Marketplace Customer Service Associate Director to join our team. As a key member of our organization, you will play a crucial role in ensuring the delivery of exceptional customer service and support to our users.

The ideal candidate will have at least 2 years of experience in a customer service role and digital support environment, with strong understanding of Excel or Google Spreadsheet. Familiarity with Zendesk is also an asset.

Your responsibilities will include serving as the primary point of contact for daily operations, reviewing staff performance and customer issues, and working with the Quality Assurance Team to enhance operational efficiency and customer satisfaction. You will also be responsible for ensuring service level targets are met, maintaining the right headcount, and calculating inquiry capacity.

In addition, you will prepare and manage staff schedules to ensure adequate coverage for daily tasks, including approving daily time records needed for agencies and BPO invoices. You will act as an escalation point for user queries that agents are unable to resolve and organize and oversee training for new hires and onboarded agents.



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