Customer Service Manager

1 week ago

Pasig, National Capital Region, Philippines South Star Drug, Inc. Full time

JOB SUMMARY:

We are looking for a highly motivated and customer-focused Customer Service Manager to lead our customer service operations in the drugstore segment. This role is responsible for ensuring excellent customer experience across all channels whether in-store, online, or via customer hotlines while managing a team that supports daily operations, customer concerns, and service improvements. The ideal candidate has a strong background in retail or pharmaceutical customer service and is passionate about healthcare and community service.

JOB DESCRIPTION

  • Supervise and lead the customer service team in handling inquiries, complaints, and feedback from customers in a professional and timely manner.
  • Develop and implement customer service policies and procedures aligned with the company's mission of providing quality healthcare access and retail service.
  • Monitor customer satisfaction scores and implement action plans to improve performance and resolve recurring issues.
  • Handle escalated complaints and complex customer service issues, ensuring resolution and customer retention.
  • Oversee the performance of customer service representatives, including evaluation, scheduling, and productivity monitoring.
  • Analyze customer data and feedback to suggest improvements in store operations, staff performance, and customer experience.

QUALIFICATIONS:

  • Bachelor's degree in Business Administration, Pharmacy, Marketing, or related field
  • At least 3–5 years of experience in customer service, preferably in a retail drugstore or healthcare-related environment
  • Experience handling both physical store and e-commerce customer service operations
  • Proven leadership or supervisory experience in a customer-facing team
  • Strong communication and problem-solving skills
  • Proficient in customer service tools, CRM systems, and Microsoft Office
  • Willing to travel to branches if needed for audits, training, or incident management

WHAT WE CAN OFFER:

  • Competitive salary
  • Paid Vacation and Sick Leave
  • Medicine Allowance
  • HMO & Accident Insurance
  • Annual Merit Increase
  • Career Advancement
  • Retirement Plan
  • Career Advancement
  • Training & Development
  • Company Sponsored Events & Activities
  • Wellness Events and Activities (Fun Run, Vaccination Drive, etc.)

Work location: 655 Avocado St. Teachers Village Barangay San Miguel Pasig City

Work arrangement: Hybrid – Compressed work week

Work schedule: Monday to Friday / 8:00AM to 6:30PM

Job Type: Full-time

Benefits:

  • Company events
  • Employee discount
  • Free parking
  • Health insurance
  • Opportunities for promotion

Work Location: In person

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