Customer Service Manager

2 days ago

Pasay, National Capital Region, Philippines Talent Tree Solutions Inc. Full time ₱60,000 - ₱65,000 per year

Job Description:

We are looking for an experienced Customer Support Manager to lead our customer service team and ensure a world-class support experience for our clients. This role involves overseeing day-to-day operations, creating efficient support procedures, and ensuring compliance with customs regulations, particularly in relation to the E-TRACC System.

If you're passionate about customer satisfaction, have strong leadership skills, and experience with logistics or customs regulations, we want to hear from you

Key Responsibilities:

  • Supervise daily operations of the customer support department.
  • Respond promptly to customer inquiries via phone, email, Viber, and other platforms.
  • Maintain records of interactions, transactions, and complaints.
  • Create and implement customer service procedures and satisfaction goals.
  • Hire, train, and manage customer support agents.
  • Prepare staff shifting schedules and performance reports.
  • Ensure compliance with E-TRACC-related customs regulations and guidelines.
  • Approve new registrations, GPS device issuance, and trip authorizations in the ECMS platform.
  • Monitor active and pending trips, analyze alerts, and encode findings.
  • Provide technical support (account resets, alert validation, etc.).

Qualifications:

  • Graduate of any four-year course or equivalent experience.
  • Proven experience in customer service management.
  • Excellent written and verbal communication skills.
  • Strong analytical, coordination, and problem-solving skills.
  • Familiarity with E-TRACC System and customs regulations is a plus.
  • Marketing and sales experience is an advantage.

Technical Skills & Tools:

  • ECMS platform usage and management.
  • Experience handling GPS-related requests and trip monitoring.
  • Alert analysis and escalation.
  • Familiarity with Track and Trace systems (e.g., MICT, ATI Mobile App).

Job Type: Full-time

Pay: Php60, Php65,000.00 per month

Benefits:

  • Health insurance

Work Location: In person

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