Customer Service Manager

Discover your 100% YOU with MicroSourcing

Position:
IELTS Customer Support Manager

Location:
1880, Eastwood, Libis, Quezon City, Philippines

Work setup & shift:
Day Shift / Hybrid

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As an IELTS Customer Support Manager, you will :

• Lead a team of customer support officers to ensure appropriate customer service and support is provided to customers and stakeholders (internal and external).
• Provide direction to staff members and set clear focus and expectations aligned with business objectives.
• Maintain and enhance operating procedures to ensure efficiency across call centre operations.
• Escalate ongoing non-performance and develop a performance correction plan.
• Ensure the team adheres to and is up to date with IDP and IELTS policies, processes and all
• compliance requirements.
• Implement formal performance procedures for staff who fail to demonstrate improvement with the guidance and support of the line manager.
• Improvement Day-to-day operation management (attendance, shift schedule, recruitment, training & QA control)
• Support the team and escalate any technical issues hindering the performance of the Customer Support Team.
• Assist in the review and improvement of established processes.
• Assist in the implementation of new technology to enhance staff productivity and customer experience.
• Make suggestions and recommendations to improve the customer journey
• Contribute to the design and implementation of change programmes and projects that impact the customer support team.
• Contribute to the development and delivery of plans to continually improve performance.
• Maintain/optimise centre scorecards and structures promoting effective outcomes.
• Participate in conducting reviews with key stakeholders on quality assurance framework for the Customer Support Team to ensure it reflects the latest operational procedures and supports the business in delivering its objectives.
• Customer Experience Oversee resolution of escalated customer support issues.
• Maintain and have final sign-off on approved responses across all channels.
• Develop and improve upon a quality assurance framework including set policies an procedures.
• Drive customer experience through the management of quality of customer service output.
• Oversee the delivery of IELTS preparation programs
• Conduct onboarding, training and coaching to new staff and ensure the team undergo training recommended by IDP and IELTS.
• Develop individual coaching plans within an agreed framework.
• Encourage and support team members to develop new skills and perform to high standards.
• Build, maintain and expand on industry knowledge and share this within the team and the wider organisation to enable the optimal customer experience.
• Coach underperforming staff members to improve through the Performance Improvement Plan (PIP) process

What You Need:

Non-negotiables

• Tertiary qualifications in business, management or equivalent experience.
• Understanding of the international student journey and IELTS product.
• Formal qualifications in project management, customer support and/or training and assessment.
• Experience working in a highly regulated environment.
• Worked in an inbound sales/customer experience environment.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%

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