Customer Service Supervisor

3 days ago

Quezon City, National Capital Region, Philippines Western Marketing Corporation Full time ₱900,000 - ₱1,200,000 per year

Job Purpose

This role is responsible for overseeing the overall customer service team, ensuring exceptional customer through efficient problem resolution and continuous improvement of service delivery.

Educational/Work Experience

● A bachelor's degree in administration and management or a related field

● At least one (1) year experience in service management or a related role

● With knowledge of service management principles, processes and best practices

Qualifications

● Excellent communication, interpersonal, and relationship building skills

● Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges

● A commitment to delivering outstanding customer service

● Strong analytical, interpersonal, and relationship building skills

● Detail-oriented but able to quickly grasp the big picture

● Strong leadership skills

● Advanced proficiency in MS Office (Word, Excel, PowerPoint)

● Strong experience in the administration of CRM software

Essential Functions

● Assist the Service Manager in resolving escalated branch issues, providing support and guidance.

● Aid in compiling and analyzing reports to track service performance and identify areas for improvement.

● Support the implementation of process changes and improvements, ensuring alignment with company standards.

● Coordinate with branches and brands to organize customer service representative (CSR) orientations, ensuring consistency across locations.

● Develop plans for CSR orientations and training sessions to enhance team capabilities.

● Update the Operations team on process changes for revisions in the operations handbook, ensuring accurate documentation.

Physical Conditions and Nature of Work Contacts

● Willing to work on extended hours, holidays and rest day

● Willing to travel to various branches for fieldwork

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