Customer Service Director

3 weeks ago

Ayala Alabang, National Capital Region, Philippines Sonak Corporation Full time
Job Description

We are seeking an experienced Customer Service Director to oversee the daily operations of our customer service team at Sonak Corporation. This is a key role in ensuring that customers receive high-quality service and driving team performance to meet organizational goals.

About the Role:
  • Responsibilities:
  • Lead customer service team to deliver consistently high standards of customer support, ensuring prompt and effective resolution of issues.
  • Create and track overall departmental metrics to identify gaps in processes and recommend improvements or drive process efficiencies to enhance workflows.
  • Maintain a thorough understanding of incoming ticket volume and causes, utilizing this insight to inform strategic decision-making.
  • Manage and/or participate on task forces and other project teams across departments, fostering collaboration and knowledge-sharing.
  • Ensure team adherence to case management, response, and resolution requirements, promoting consistency and excellence.
  • Evaluate and facilitate resolution of high-severity customer issues, leveraging expertise to resolve complex problems.
  • Work with the management team to evaluate and improve department procedures, ensuring seamless integration and continuous improvement.
  • Provide training, coaching, and mentoring to team members as needed, monitoring performance and offering constructive feedback.
  • Provide input for performance reviews, supporting the growth and development of team members.
Requirements:
  • Education: Bachelor's Degree in any related field.
  • Experience: 3-5 years in customer service, with 1-2 years in a leadership or supervisory role.
  • Skills:
    • Excellent communication skills (oral and written).
    • Computer literate (knowledgeable with MS Office applications, Google applications, email management, client systems).
    • Experience working with CRMs such as Salesforce or Zendesk preferred.
What We Offer:
  • A competitive salary of approximately $75,000 - $95,000 per year, depending on experience.
  • A collaborative and dynamic work environment.
  • Ongoing training and professional development opportunities.

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