Customer Services Head

5 days ago

Makati City, National Capital Region, Philippines YGC Corporate Services Inc Full time ₱104,000 - ₱130,878 per year

Job Responsibilities and Tasks:

· Accountable for the day-to-day operations of Customer Service Department

· Plan, coordinate, delegate, and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives

· Develop and implement customer service policies and procedures

· Oversee the achievement and maintenance of agreed customer service levels and standards

· Liaise with management to support and implement growth strategies

· Review and assess customer service contracts

· Ensure the necessary resources and tools are available for quality customer service delivery

· Review and track customer complaints resolution

· Handle complex and escalated customer service issues

· Monitor and report on key performance indicators related to client satisfaction and account growth

· Analyze relevant data to determine customer service outputs

· Identify and implement strategies to improve quality of service, productivity and profitability

· Coordinate and manage customer service projects and initiatives

· Ensure budget requirements are met and business objectives are achieved through the effective management of SLA's, KPI's and revenue targets

· Create Performance Improvement Plan

· Actively promote and manage continuous improvements in business processes across the department

· Ensure compliance to end of day and month end reporting requirements recommending solutions thereafter on identified gaps.

· Identify and address staff training and coaching needs

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