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Customer Service Supervisor

2 weeks ago

Taguig, National Capital Region, Philippines ALPHA CENTURY CONSULTANCY INC. Full time $40,000 - $80,000 per year

#Overview:

Responsible for leading and managing the Philippine-based customer service team, ensuring key performance indicators such as First Response Time (FRT), Handling Resolution Time (HRT), Customer Satisfaction (CSAT), and sales conversion are consistently met. The role requires the ability to respond promptly to business needs, coordinate problem-solving efficiently, and oversee training and quality assurance to continuously improve team performance and service quality. Will implement headquarters strategies while optimizing them to suit the local Philippine market culture.

#Industry Background: BPO / Overseas Internet / Gaming / Real-Money Gaming (iGaming) / Fintech

#Responsibilities:

Manage and lead a customer service team of 10–20 members, ensuring efficient operations and achievement of core KPIs.

Monitor business performance around the clock, respond to urgent customer needs and issues promptly, and ensure FRT, HRT, and CSAT metrics remain unaffected.

Responsible for training and quality assurance—develop training plans, optimize QA processes, and continuously improve the team's service capabilities.

Coach customer service representatives to enhance their communication skills, objection handling, and sales conversion techniques.

Coordinate across QA, training, and telesales teams to improve interdepartmental collaboration and overall response efficiency.

Regularly report team performance, QA results, and customer feedback; provide actionable insights and improvement plans.

Handle major customer complaints and high-priority issues, safeguarding the company's brand image and customer trust.