Customer Service Supervisor

1 hour ago

Pasay, National Capital Region, Philippines a-991d-49c7-975e-2ab27e4b1cf4 Full time ₱2,000,000 - ₱2,500,000 per year

Position Overview

We are looking for a dedicated and highly organized Customer Service Supervisor to oversee day-to-day operations of the customer service team. This role ensures that support representatives deliver exceptional service, meet performance goals, and maintain a high level of customer satisfaction. The ideal candidate is hands-on, supportive, and skilled in coaching and communication.

Key Responsibilities

· Supervise and guide customer service representatives in daily operations and task execution

· Monitor staff performance, call handling, ticket resolution, and customer satisfaction metrics

· Handle escalated customer issues and ensure timely and satisfactory resolution

· Conduct regular coaching, performance reviews, and training sessions for team development

· Assist in resource planning, scheduling, and workload distribution

· Implement and enforce customer service policies, procedures, and quality standards

· Track and report team KPIs, providing feedback and recommendations for improvement

· Coordinate with other departments to resolve customer inquiries and streamline processes

· Support the Customer Service Manager in operational initiatives and team improvement programs

· Encourage a positive work environment and promote team engagement

Qualifications

· Bachelor's Degree in Business Management, Marketing, Communications, or related field

· –3 years of customer service experience, with at least 1 year in a supervisory or lead role

· Strong understanding of customer service processes and CRM/support tools

· Excellent communication, interpersonal, and problem-solving skills

· Ability to multitask and remain calm under pressure

· Experience in fast-paced industries such as IT, logistics, telecom, or retail is a plus

Soft Skills

· Strong leadership and team motivation abilities

· Customer-first mindset with high level of professionalism

· Detail-oriented and adaptable to operational changes

· Proactive in identifying issues and driving improvement

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