Customer Support Manager

2 weeks ago

Work from Home, Philippines Trojans Well Entertainment Corporation Full time ₱1,000,000 - ₱1,200,000 per year

Job description

The Customer Support Manager plays a vital role in ensuring high-quality customer service and satisfaction within the organization. This role involves overseeing and managing the customer support team to deliver exceptional service to customers and clients.

Key Responsibilities:

Manages and lead the customer support team, including hiring, training, and evaluating staff members.

Monitor and analyze customer service metrics to ensure targets and goals are met or exceeded.

Develop and implement customer service policies and procedures to enhance the overall customer experience.

Handle escalated customer complaints and issues, providing timely and effective solutions.

Collaborate with other departments to address customer concerns and improve service delivery.

Conduct regular performance reviews and provide feedback to team members for continuous improvement.

Identify training needs and organize relevant training sessions to enhance the skills of the customer support team.

Stay up-to-date with industry trends and best practices in customer service to drive innovation and improvement.

Implement strategies to increase customer retention and loyalty through effective communication and problem-solving.

Ensure compliance with company policies and regulations related to customer service operations.

Establish, implement and analyze quality, efficiency, and productivity standards and processes for the CS Team.

Gather, review, and analyze workforce-related reports and performance data for continuous improvement.

Foster a Positive and Productive work environment, ensuring compliance, collaboration, and development of team members.

QUALIFICATIONS:

  • Bachelor's degree in Business Administration, Marketing and related field
  • At least (5) years proven experience in customer support management within the entertainment / casino industry, preferably with exposure to e-gaming / online platforms
  • Strong leadership and understanding of customer segmentation and player behavior analysis.
  • Familiarity with casino software and CRM systems is a plus.
  • Exceptional communication and interpersonal skills.
  • Strong service orientation, analytical, and problem-solving abilities.
  • Excellent knowledge of management methods and techniques
  • Ability to think strategically and to lead a team
  • Excellent problem-solving abilities and a customer-centric approach to handling issues and inquiries.
  • Awareness of industry's latest technology trends and applications

Job Type: Full-time

Pay: Php90, Php100,000.00 per month

Work Location: Remote

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