Customer Care Supervisor

2 days ago

Quezon City, National Capital Region, Philippines Moldex Group of Companies Full time $40,000 - $60,000 per year
JOB DESCRIPTION:

  1. Supervision and Leadership

    • Provide hands-on supervision and guidance to Customer Care Account Officers to ensure optimal team performance.

    • Foster a high-performance culture by setting clear expectations, promoting accountability, and providing continuous coaching.

    • Conduct regular training and development initiatives to enhance technical knowledge, soft skills, and customer handling capabilities.

    • Monitor daily operations to ensure team adherence to internal protocols, service levels, and company values.

  2. Fulfillment Oversight & Request Processing

    • Ensure the timely and accurate fulfillment of a wide range of customer requests, including contract processing, title transfers, refunds, move-ins, and waivers.

    • Review and validate customer transaction documentation, ensuring completeness and alignment with standard procedures.

    • Aggregate incoming requests and coordinate closely with relevant departments to streamline handoffs and monitor progress along the service funnel.

    • Monitor compliance with internal SLAs and proactively resolve delays or bottlenecks in the fulfillment process.

  3. Issue Resolution & Escalation Handling

    • Investigate, and resolve customer concerns, complaints, or account discrepancies with empathy and efficiency.

    • Serve as point-of-contact for escalated transactions and irate clients, collaborating with other departments to expedite resolution.

    • Analyzes root causes of recurring issues and recommend preventative or corrective actions to reduce escalation rates.

  4. Performance Monitoring and Reporting

    • Track team and individual performance based on KPIs such as timeliness of fulfillment, escalation rate, accuracy of reports, and quantity of resolved transactions.

    • Prepare and present regular performance reports and insights to Customer Care leadership and management.

    • Identify performance gaps and implement targeted interventions or process changes to improve service quality and turnaround times.

  5. Customer Communication & Experience

    • Maintain professional, timely, and clear communication with customers regarding the status and next steps of their requests.

    • Ensure consistent updates are provided across multiple touchpoints (email, walk-in, calls) based on customer preference and urgency.

    • Promote a customer-first mindset by fostering trust, transparency, and empathy in all interactions.

  6. Process Improvement & Quality Assurance

    • Conduct periodic audits and evaluations of the fulfillment process to identify inefficiencies or compliance gaps.

    • Collaborate with the Fulfillment Assistant Manager to implement best practices, standardize workflows, and elevate service quality.

    • Leverage customer feedback and internal data to propose process innovations that enhance client satisfaction and reduce handling time.

  7. Interdepartmental Collaboration

    • Work closely with departments such as Documentation, Finance, Legal, Sales Admin, and others to ensure cohesive handling of client requests.

    • Actively participate in interdepartmental meetings to align on service standards, resolve process roadblocks, and refine SLAs.

    • Maintain strong relationships with department heads to reinforce accountability and mutual support in customer fulfillment efforts.

JOB QUALIFICATIONS:

  • Graduate of Business Management, Mass Communication, or equivalent.

  • With at least three (3) years of working experience in customer service/fulfillment & one (1) year of working experience as Customer Care/Service Supervisor.

  • Has strong interpersonal relationship skills, clear communication skills, and leadership skills.

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