Operations B2C Lead

2 weeks ago

Makati City, National Capital Region, Philippines Palawan Group of Companies Full time ₱1,200,000 - ₱2,400,000 per year

The Operations B2C Lead assists Operations Manager in in overseeing and assisting Operations and Customer Service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Education:
Bachelor's degree preferred.

Related Work Experience:


• At least five years of customer service experience required.


• Previous experience in a supervisory role preferred.

Skills:


• Excellent management and supervisory skills.


• Excellent verbal and written communication skills.


• Extensive knowledge of customer service procedures and principles.


• Organized with attention to detail.


• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.


• Ability to coach and mentor Customer Care analysts.


• Proficient in Microsoft Office Suite or related software like CRM

Supervisory Responsibilities:


• Hires entry-level customer service employees.


• Trains new employees in the company's customer service policies, procedures, and best practices.


• Organizes and oversees the schedules and work of assigned staff.


• Conducts performance evaluations that are timely and constructive.


• Handles discipline and termination of employees as needed and in accordance with company policy.

Duties/Responsibilities:


• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.


• Monitors or reviews calls or other correspondence between representatives and customers.


• Ensures that representatives are informed about changes to company products and services.


• Collects data and prepares reports on customer complaints and inquiries.


• Prepares monthly reports summarizing the assigned customer service team's performance.


• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.


• Identifies opportunities to update or improve customer service procedures and makes recommendations to Operations Manager or other Workstream Leads/ Heads.


• Assists with budget preparation for the Operations and Customer Care department.


• Performs other related duties as assigned.

  • IT Applications Lead

    1 week ago

    Makati City, National Capital Region, Philippines Ayala Malls Full time ₱1,500,000 - ₱3,000,000 per year

    About the Role:We are actively looking for an IT Applications Lead who will be responsible for overseeing the delivery, support, and continuous improvement of enterprise applications across Ayala Malls. This role ensures that business-critical systems are implemented effectively, aligned with strategic goals, and maintained for optimal performance. The lead...

  • CDD Team Lead

    5 days ago

    Makati City, National Capital Region, Philippines Shell Business Operations - Manila Full time ₱1,500,000 - ₱3,000,000 per year

    What's the role?Reporting to the Manager CDD for Trading and Supply, the Team Lead CDD manages the global Counterparty Due Diligence (CDD) team within the global Financial Crime team.The global Financial Crime team has responsibility for:• Counterparty Due Diligence (CDD) as part of initial counterparty onboarding; • Acting as Financial Crime, Trade...

  • Operations Supervisor

    5 days ago

    Makati City, National Capital Region, Philippines i-cube Digital Solutions Inc. Full time ₱1,200,000 - ₱2,400,000 per year

    Key ResponsibilitiesClient-Facing & Quality AssuranceAct as the primary liaison with clients, ensuring timely communication and resolution of concerns.Monitor service delivery to ensure adherence to company standards and client satisfaction.Implement quality assurance measures to improve efficiency and client experience.Collect and analyze feedback to...

  • Operations Lead

    1 week ago

    Makati City, National Capital Region, Philippines Canva Full time $70,000 - $120,000 per year

    Job DescriptionJoin the team redefining how the world experiences design.Hey, g'day, mabuhay, kia ora, 你好, hallo, vítejteThanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.Where And How You Can WorkOur flagship campus is in Sydney. We also...

  • Operations Delivery Lead

    2 weeks ago

    Makati City, National Capital Region, Philippines FlexisourceIT Full time ₱1,500,000 - ₱2,500,000 per year

    JOB SUMMARYThe Operations Team Lead (with HR background) is responsible for leading the operations team, ensuring smooth daily business processes, and driving performance efficiency. With a strong foundation in human resources, this role also supports HR-related functions such as employee relations, workforce planning, and policy compliance. The position...

  • Operations Supervisor

    5 days ago

    Makati City, National Capital Region, Philippines i-cube ltd. Full time ₱480,000 - ₱720,000 per year

    Key ResponsibilitiesClient-Facing & Quality AssuranceAct as the primary liaison with clients, ensuring timely communication and resolution of concerns.Monitor service delivery to ensure adherence to company standards and client satisfaction.Implement quality assurance measures to improve efficiency and client experience.Collect and analyze feedback to...

  • HR Operations Lead

    2 weeks ago

    Makati City, National Capital Region, Philippines Filta Full time ₱1,200,000 - ₱2,400,000 per year

    Location: Hybrid – Makati, Metro Manila, Philippines (Must be based in Manila or nearby cities)Schedule: Monday to Friday, 8:00 AM – 5:00 PM PHTAbout the CompanyFilta is a global hiring partner that helps companies hire and manage top remote talent from the Philippines and Colombia. Since launching in 2016, they have evolved from a niche recruitment...

  • HR Operations Lead

    2 weeks ago

    Makati City, National Capital Region, Philippines FiltaGlobal Full time ₱60,000 - ₱70,000 per year

    Location: Hybrid – Makati, Metro Manila, Philippines (Must be based in Manila or nearby cities)Schedule: Monday to Friday, 8:00 AM – 5:00 PM PHTAbout the CompanyFilta is a global hiring partner that helps companies hire and manage top remote talent from the Philippines and Colombia. Since launching in 2016, they have evolved from a niche recruitment...

  • Strategic Operations Lead

    2 days ago

    Makati City, National Capital Region, Philippines The Well Team Solutions Full time ₱480,000 per year

    Job Title: Strategic Operations Lead - Build the Machine (Hybrid - Manila)Location: Makati, Manila (Hybrid Flexibility)Engagement: Full-Time | Compensation: A competitive package starting at approximately ₱40,000 per month, with a clear path to a higher base and performance-based bonuses.This is a foundational role. You will be the architect of our...

  • Operations Team Lead

    2 days ago

    Makati City, National Capital Region, Philippines Penbrothers Full time ₱1,200,000 - ₱2,400,000 per year

    About PenbrothersPenbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR,...