Customer Service Manager

5 days ago

Makati City, National Capital Region, Philippines ELLA DL BEAUTY INC Full time ₱900,000 - ₱1,200,000 per year

WE'RE HIRING

Onsite | Makati

Full-time

We're expanding our team and looking for passionate, skilled professionals to grow with us. If you're ready for your next big career move, explore our open roles below and find where you fit best.


CUSTOMER SERVICE MANAGER

Lead with empathy, deliver with excellence.

We're looking for a Customer Service Manager who can lead a small but dynamic team in ensuring top-notch customer experiences—from bookings and refunds to client retention and re-engagement.


What You'll Be Doing
  • Lead, supervise, and manage a team of 2–5 Customer Service Representatives (CSRs), focusing on customer retention, handling in-house comeback clients, managing refund requests, and ensuring efficient booking processes
  • Monitor team performance to meet customer retention goals, booking targets, and refund timelines effectively
  • Provide continuous coaching, feedback, and training to team members on handling customer concerns related to bookings, refunds, and client re-engagement
  • Manage and resolve escalated issues professionally and in a timely manner
  • Conduct regular performance reviews and one-on-one sessions to track growth and address challenges
  • Foster a positive and collaborative team culture that motivates CSRs to achieve retention and satisfaction goals
  • Oversee booking systems and ensure proper handling of scheduling, rescheduling, and appointment confirmations
  • Address customer inquiries and refund-related requests while maintaining compliance with company policies
  • Track and document customer interactions, aftersales feedback, and transactions related to retention, bookings, and refunds
  • Prepare and report team metrics—including retention rates, booking performance, and refund resolutions—to upper management
  • Collaborate closely with Sales and Clinic Operations to ensure seamless service delivery and customer satisfaction
  • Identify areas for improvement in service delivery and implement strategies to enhance the customer journey
  • Perform other related duties as may be assigned by management

What We're Looking For
  • Minimum of 2 years of experience in customer service, with proven expertise in handling booking inquiries, refunds, and retention
  • At least 1 year of leadership or supervisory experience in customer service, BPO, or related field
  • Experience managing comeback clients and implementing retention strategies is a strong advantage
  • Demonstrated ability to coach, mentor, and motivate a small team (2–5 CSRs)
  • Excellent interpersonal and communication skills—both written and verbal
  • Strong problem-solving and conflict resolution skills, with professionalism under pressure
  • Organized, detail-oriented, and able to thrive in a fast-paced environment
  • Willing to work onsite in Makati

Ready to join our team?

Send your resume to with the subject:

[Customer Service Manager] – Your Name

Be part of a team that values leadership, service excellence, and meaningful customer connections.

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