Customer Service Supervisor

5 days ago

Pasig, National Capital Region, Philippines Whiteplane, Inc. Full time ₱104,000 - ₱130,878 per year

Job description:

Job Overview: Customer Service Supervisor – Front Desk (After Sales)

The Customer Service Supervisor – Front Desk (After Sales) is responsible for leading the day-to-day operations of the front desk team to ensure a seamless and satisfying after-sales experience for customers. This role involves supervising staff, resolving escalated concerns, and upholding service standards to deliver prompt, courteous, and solution-driven support. The ideal candidate is customer-focused, detail-oriented, and experienced in managing front-line service operations.

Key Responsibilities:

  • Supervise and mentor front desk customer service staff to ensure consistent professionalism and high-quality service.
  • Oversee the timely resolution of customer inquiries, complaints, product returns, warranties, and other after-sales concerns.
  • Implement and uphold standard operating procedures (SOPs) to streamline after-sales service processes.
  • Manage escalated customer issues, providing effective and timely resolutions.
  • Coordinate with internal departments such as logistics, sales, and technical support to resolve customer concerns efficiently.
  • Track and analyze customer service metrics to identify areas for improvement and optimize service delivery.
  • Conduct regular training and refresher courses for front desk staff on product knowledge, service etiquette, and company policies.
  • Ensure accurate documentation and recordkeeping of all customer interactions and resolutions.

Qualifications:

  • Bachelor's degree in Business Administration, Hospitality Management, or a related field.
  • Minimum of 2–3 years of experience in customer service, with at least one year in a supervisory or team lead capacity.
  • Excellent communication and interpersonal skills, with the ability to manage and resolve conflicts professionally.
  • Strong problem-solving skills and the ability to perform under pressure.
  • Familiarity with after-sales service procedures, including returns and warranty processes, is an advantage.
  • Proficient in Microsoft Office and customer relationship management (CRM) software.

Job Type: Full-time

Benefits:

  • Company events
  • Employee discount
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee

Education:

  • Bachelor's (Preferred)

Experience:

  • Customer Service Representative: 1 year (Preferred)

Work Location: In person

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