Customer Service Supervisor

1 week ago

Ayala Alabang, National Capital Region, Philippines Sonak Corporation Full time $40,000 - $60,000 per year

· Responsible in overseeing and managing a team of CSRs to ensure high quality service and smooth operations and resolve customer issues and inquiries.

· Oversee the end-to-end process of product returns, ensuring a smooth, timely, and customer-centric experience.

· Works with the management team to evaluate and make recommendations to improve department procedures.

· Provides training, coaching, and mentoring to team members as needed and proactively monitors performance.

· Handles complex or escalated customer inquiries.

· Conduct customer service meeting to involve management for transparency.

· Create and track KPIs- resolution time, response time and customer satisfaction scores.

· Prepare regular reports to management (lost sales, monthly AAP)

· Assure team adherence to case management, response and resolution requirements based on company standards.

· Discuss and align complicated cases to be resolved.

Job Types: Full-time, Permanent

Benefits:

  • Additional leave
  • Company events
  • Employee discount
  • Health insurance
  • Opportunities for promotion
  • Pay raise
  • Promotion to permanent employee

Experience:

  • Supervising: 2 years (Required)

Language:

  • English (Required)

Work Location: In person

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