CSR Manager

3 days ago

Mandaluyong City, National Capital Region, Philippines Quanta Paper Corporation Full time $40,000 - $80,000 per year
Key Responsibilities of a CSR Manager

  1. Strategic Leadership

  2. Develop and implement customer service strategies aligned with company goals.

  3. Set performance standards, policies, and procedures for the customer service department.

  4. Team & Operations Management

  5. Lead, mentor, and manage supervisors and CSR staff.

  6. Oversee daily operations to ensure smooth workflow and service quality.
  7. Handle workforce planning, scheduling, and resource allocation.

  8. Customer Experience & Satisfaction

  9. Ensure excellent handling of customer inquiries, complaints, and escalations.

  10. Implement initiatives to improve customer satisfaction, retention, and loyalty.
  11. Monitor customer feedback and identify areas for improvement.

  12. Performance Monitoring & Reporting

  13. Track KPIs such as response time, resolution rate, and customer satisfaction score (CSAT).

  14. Analyze service performance and prepare regular reports for senior management.
  15. Recommend improvements based on data-driven insights.

  16. Cross-Department Collaboration

  17. Work closely with sales, operations, IT, and product teams to address customer concerns.

  18. Provide customer insights to guide product/service improvements.

  19. Training & Development

  20. Conduct training programs to enhance team skills and product knowledge.

  21. Develop succession plans and career growth opportunities for CSR staff.

  22. Budget & Resource Management

  23. Manage departmental budget, resources, and tools.

  24. Propose technology solutions (CRM, helpdesk software, etc.) to improve efficiency.

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