Customer Care Manager

1 day ago

Caloocan City, National Capital Region, Philippines INGCOPH Full time ₱420,000 per year

Job description:

Key Responsibilities1. Customer Service Management

  • Lead, mentor, and motivate the customer service team to deliver high-quality support.
  • Develop service standards, scripts, and workflows to ensure consistent customer experience.
  • Monitor customer interactions and ensure adherence to service-level agreements (SLAs).
  • Handle complex or escalated customer cases and provide timely resolutions.
  • Track customer satisfaction metrics (CSAT, NPS, FCR) and implement improvement initiatives.

2. Operations

  • Oversee aftersales processes including product returns, repairs, replacements, warranties, and service orders.
  • Coordinate with technical teams, logistics, supply chain, and vendors to ensure timely service delivery.
  • Analyze recurring service issues and collaborate with product/operations teams to prevent reoccurrence.
  • Ensure compliance with warranty policies, service contracts, and operational standards.

3. Process & Performance Optimization

  • Identify gaps and inefficiencies in customer service and aftersales operations; propose and implement solutions.
  • Improve end-to-end customer service workflows with automation, SOPs, and process mapping.
  • Develop KPIs and dashboards for team and operational performance tracking.
  • Conduct regular audits of aftersales and service processes to improve quality and turnaround time.

4. People Management

  • Recruit, onboard, train, and develop customer service staff.
  • Conduct performance reviews, set goals, and drive team engagement.
  • Organize regular coaching sessions to enhance product knowledge, communication, and problem-solving skills.

5. Reporting & Documentation

  • Prepare weekly/monthly reports on customer service performance, issue trends, and operational outcomes.
  • Maintain documentation related to policies, SOPs, warranty guidelines, and escalation processes.
  • Provide insights to management for strategic decision-making.

6. Customer Experience Improvement

  • Gather customer feedback and convert insights into actionable improvements.
  • Lead initiatives to enhance customer retention, loyalty, and service excellence.
  • Collaborate cross-functionally (sales, operations, product, marketing) to improve the customer journey.

Qualifications & Requirements

  • Bachelor's degree in Business Administration, Operations, or a related field (MBA preferred).
  • 2-3 years of experience in customer service, aftersales, or operations, with at least 2–3 years in a supervisory/managerial role.
  • Strong understanding of aftersales processes (repairs, returns, warranty, service operations).
  • Excellent communication, leadership, and conflict-resolution skills.
  • Proficiency in CRM systems, service platforms, and MS Office tools.
  • Analytical mindset with strong problem-solving and decision-making abilities.
  • Ability to manage multiple priorities in a fast-paced environment.

Key Competencies

  • Customer-centric mindset
  • Operational excellence
  • Team leadership & coaching
  • Analytical and data-driven
  • Stakeholder management
  • Process improvement (Lean/Six Sigma is a plus)

Job Type: Full-time

Pay: From Php35,000.00 per month

Benefits:

  • Additional leave
  • Company events
  • Health insurance

Work Location: In person

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