Customer Service Manager

2 days ago

Pasig, National Capital Region, Philippines Starpay Corporation Full time $40,000 - $60,000 per year

JOB SUMMARY:

A customer service manager leads the unit in providing great customer experience by developing effective customer service procedures, implementing customer loyalty programs, and setting customer satisfaction goals.

SPECIFIC DUTIES AND RESPONSIBILITIES:

  • Supervise day-to-day operations in the customer service unit
  • Respond to customer service issues in a timely manner
  • Create effective customer service procedures, policies, and standards
  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
  • Implement an effective customer loyalty program in collaboration with Marketing
  • Maintain accurate records and document all customer service activities and discussions
  • Assess service statistics and prepare detailed reports on findings
  • Hire and train new customer service representatives
  • Manage the approved budget of the customer service unit
  • Stay informed on the latest industry techniques and methods

SUMMARY OF ACCOUNTABILITIES:

  • Supervising customer service agents and other staff. Trains, coaches, and mentors employees on how to deliver the best customer service possible.
  • Manages the TAT and Backlog in accordance to KPIs
  • Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
  • Creates effective work plans/staff work schedule; identifies the correct resources and processes; sets priorities; delegates authority and meets deadlines.
  • Enforces a comprehensive and even manpower scheduling/shifts, leave of absence, break periods and absences.
  • Writing reports analyzing the customer service that organization provides.
  • Provides staff with continual feedback; recognizes exceptional performance and takes corrective action to improve poor performance; conducts all performance appraisals on time ; evaluates performance based on work products and actual performance
  • Responsible for generation and submission of Monthly Reports
  • Meeting with other manager's to discuss possible improvements to customer service.
  • Incorporates control systems that monitor workflow and ensure task completion
  • Leading or supervising a team of customer service staff.
  • Continually seeks customer feedback and designs processes to improve service
  • Understands and adheres to company compliance standards; implements initiatives to achieve compliance goals; ensure submission of daily, weekly & monthly reports
  • Builds and develops effective teams to attain departmental objectives
  • Handle major incidents that cannot be resolved by agents
  • Isolate and identify areas of improvement.

BASIC QUALIFICATIONS:

Education/Trade Qualification

An associate or bachelor's degree

Relevant Experience

  • Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager.
  • Experience in providing customer service support.
  • Excellent knowledge of management methods and techniques.
  • Customer service orientation.

Skills and Abilities

  • Working knowledge of Microsoft Word and Excel.
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills

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