Customer Service Supervisor

1 week ago

Pasay, National Capital Region, Philippines SMDC Full time ₱900,000 - ₱1,200,000 per year

JOB SUMMARY

Responsible in the proper and timely handling of daily frontline transactions

DUTIES AND RESPONSIBILITIES

  1. Review and endorse created tickets with complete/required attachments to the processing unit.

  2. Handle escalated concern from CS Assistants.

  3. Coordinate with other concerned units in resolving clients concerns

  4. Coordinate with appropriate resource for resolution of urgent concerns and escalate critical issues to the Manager or CSDH

  5. Monitor CS Assistants daily transactions (assisted Sales Support/MA vs created tickets)

  6. Conduct performance evaluation of CS Assistants.

  7. Be abreast with all organization's products, service, procedures and guidelines

  8. Ensure 100% accuracy of all encoded information in the system, as authorized

  9. Protect sensitive information/data that must not be disclosed to Clients/Sellers/Non-Clients

  10. Participate effectively in team meetings

  11. Keep herself sound, dress and act as professional, at all times

  12. Perform other duties and functions as may be required by the CCC Manager or CSDH

QUALIFICATIONS AND SKILLS REQUIRED

  1. Preferably with background in real estate customer service

  2. Credibility - Demonstrates honesty, trustworthiness and commitment in all forms of transaction; with sound moral and strong ethical principles at work

  3. Communication - Above average oral and written communication skills; ability to use positive language to steer a conversation toward a positive outcome; exudes confidence when interacting with clients

  4. Emotional Balance - Patient; can deal with stress and pressure; ability to maintain emotional balance and self-control to face various situations/types of clients confidently and successfully

  5. Empathy - ability to look at a situation through the eyes of a customer and enable to provide the highest degree of service

  6. Good comprehension and analytical skills - ability to understand and process information towards resolution of concerns

  7. Good decision making - ability to work independently and make decisions that balance the interests of theCompany and the Customer

  8. Flexibility - ability to adapt to situations, improvise and shift strategies to meet different types of challenges

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