Customer Service Manager

7 days ago

Paranaque City, Calabarzon, Philippines BruntWork Full time $70,000 - $120,000 per year

This is a remote position.

Job Highlights:
  • Contract type: Independent Contractor
  • Working Hours: 8:00 AM – 5:30 PM, Monday to Friday

The Customer Service Manager (CSM) plays a critical role in shaping the customer experience, leading a team of onshore and/or offshore service representatives, and introducing scalable systems, loyalty programs, and customer-centric processes. This role requires close collaboration with multiple departments to ensure seamless communication across all customer channels.

Key Responsibilities

Leadership & Team Management

  • Lead, motivate, and develop a growing team of customer service representatives.
  • Conduct regular training and development programs to enhance team capabilities.
  • Set and monitor KPIs and SLAs, ensuring consistent achievement of targets.
  • Analyze performance data and recommend improvements.
  • Foster a culture of continuous learning and improvement.

Customer Support Oversight

  • Oversee all inbound communication, ensuring fast, empathetic, and professional resolutions across phone, email, and chat.
  • Manage escalations effectively and implement strategies to prevent recurring issues.
  • Develop crisis mitigation strategies to ensure service continuity.

Systems & Processes

  • Develop and maintain customer service policies and procedures, including escalation protocols.
  • Introduce and optimize systems and tools (e.g., Zendesk, chatbots, SMS).
  • Maintain an up-to-date Customer Service Handbook and software manuals for team reference.

Cross-Functional Training

  • Identify scenarios where operational staff may manage customer situations before escalation.
  • Create accessible "cheat sheets" to empower frontline staff.

Customer Feedback & Insights

  • Gather and analyze feedback to identify trends, pain points, and opportunities.
  • Provide actionable recommendations and ensure approved changes are implemented.

Customer Loyalty & Retention

  • Collaborate with leadership and marketing to design and execute loyalty, referral, and rewards programs.
  • Support initiatives to drive rebooking and reward long-term customers.

Reporting & Analytics

  • Deliver comprehensive monthly reports on team performance, including KPIs, volumes, escalations, cancellation, reschedules, and customer inquiry breakdowns.

Budget & Resource Management

  • Oversee the customer service budget and allocate resources effectively.
  • Prepare data-driven proposals for additional budget requirements.
Requirements
  • Proven experience in a Customer Service Manager or Team Lead role, ideally within a service-based or customer-facing industry.
  • Strong leadership skills with experience managing offshore and/or remote teams.
  • Proficiency with customer support software (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) and familiarity with automation tools such as chatbots or AI-based support.
  • Excellent communication and interpersonal skills, with the ability to handle escalations diplomatically.
  • Strong analytical and reporting abilities, with experience working with KPIs and performance metrics.
  • Demonstrated ability to design and implement scalable systems and processes.
  • Experience in training and coaching staff, including non-customer service team members.
Personal Attributes
  • Customer-first mindset with high empathy and problem-solving ability.
  • Detail-oriented with strong organizational skills.
  • Proactive, adaptable, and able to thrive in a fast-paced environment.
  • Ability to work cross-functionally and collaborate with multiple stakeholders.

Education

  • A bachelor's degree in Business, Management, Communications, or a related field is preferred.
  • Additional training or certifications in customer service, leadership, or process improvement is a plus.
Benefits Independent Contractor Perks:
  • HMO Coverage for eligible locations
  • Permanent Work from home
  • Immediate Hiring
  • Steady Freelance Job
Please note that since this is a permanent work-from-home position and an "Independent Contractor" arrangement, the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.

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