Customer Service Supervisor

2 weeks ago

Taytay, Calabarzon, Philippines Bostik Full time ₱900,000 - ₱1,200,000 per year

We're Hiring: Customer Service Supervisor


Location:
Taytay Philippines


Company:
Bostik Philippines


Employment Type:
Full-Time


About the Role

As a
Customer Service Supervisor
, you will be the key liaison between our customers and internal teams, ensuring exceptional service delivery, efficient complaint resolution, and continuous process improvement. This role requires a proactive leader who thrives in a fast-paced, competitive environment and is passionate about customer satisfaction and operational excellence.


Key Responsibilities

Customer Intimacy

  • Serve as the primary point of contact for customer inquiries and concerns
  • Provide accurate product/service information and resolve issues efficiently
  • Lead annual customer satisfaction surveys and monitor action plans

Account & Order Management

  • Ensure timely and accurate order processing (within 24 hours of PO receipt)
  • Maintain an error rate of ≤0.10% in order entries
  • Collaborate with marketing on pricing, promos, and offers

Complaint & Returns Management

  • Resolve quality-related complaints within 30 days; non-quality within 60 days
  • Ensure all complaints are documented with signed Corrective Action Reports
  • Manage returns within 60–75 days and educate customers to minimize returns

Reporting & Analysis

  • Submit accurate monthly reports by the 5th working day
  • Escalate critical issues such as unresolved complaints over 30 days

Process Improvement & Inquiry Management

  • Recommend SOP enhancements to boost efficiency
  • Convert inquiries from various platforms into sales opportunities


What We're Looking For


Qualifications

  • Bachelor's degree in Management or any related field
  • At least 2 years of experience in a similar role within a related industry


Knowledge & Skills

  • Proficient in MS Office and SAP
  • Proficiency in CRM systems (e.g., Salesforce, HubSpot, or similar platforms)
  • Strong communication, analytical, and problem-solving skills
  • Customer-focused with a keen eye for detail and continuous improvement


Attitude & Attributes

  • Self-motivated and collaborative
  • Strong sense of ownership and ethical work values
  • Innovative and adaptable in a dynamic market


Other Details

  • Occasional domestic travel required
  • Role operates in a fast-paced, competitive market environment


Apply now or share this opportunity with someone who fits the role

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