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Customer Service Supervisor

2 hours ago

Quezon City, National Capital Region, Philippines IAN SMART ENERGY CORP Full time

About the role

As the Customer Service Supervisor at Ian Smart Energy Corp', you will be a key part of the customer support team, overseeing the daily operations of the call centre and ensuring exceptional service is delivered to our clients. This full-time position is based in our Quezon City office, where you will lead and inspire a team of customer service representatives.

What you'll be doing

  • Manage and coach a team of customer service representatives, providing guidance, training and feedback to ensure a high level of performance
  • Monitor call quality and customer satisfaction, identifying areas for improvement and implementing effective solutions
  • Liaise with other departments to resolve complex customer inquiries and escalate issues as needed
  • Develop and implement policies and procedures to streamline customer service operations
  • Analyse call data and customer feedback to identify trends and recommend process improvements
  • Foster a positive, collaborative team environment and encourage professional development

What we're looking for

  • Minimum 5-10 years of experience in a supervisory role within a customer service or call centre environment
  • Excellent communication and interpersonal skills, with the ability to effectively lead, coach and motivate a team
  • Strong problem-solving and decision-making skills, with a focus on delivering exceptional customer service
  • Proficient in data analysis and report writing to identify and implement process improvements
  • Familiarity with customer service software and call centre technologies
  • Passion for creating a positive work culture and driving continuous improvement

Remark: Applicants must be willing to undergo a two (2)-month training in Bonifacio Global City (BGC), with a transportation allowance provided. The Quezon City office will start operations in April 2026.