Customer Service Manager

2 weeks ago

Pasay, National Capital Region, Philippines TradeX Network Inc. Full time ₱1,500,000 - ₱2,500,000 per year

Key Responsibilities

Oversee the day-to-day operations of the Program's Customer Service team.

Ensure staffing requirements are met through effective recruitment, workforce planning, and retention strategies.

Manage capacity planning and scheduling to ensure optimal resource allocation and service coverage.

Handle executive escalations and provide timely resolution for critical customer and stakeholder concerns.

Develop and implement process workflows, SOPs, and policies to streamline operations and improve service quality.

Collaborate with cross-functional teams (Operations, IT, Compliance, Logistics, etc.) to resolve systemic issues and improve customer experience.

Design and execute training initiatives to refresh and upskill CS knowledge, product understanding, and soft skills.

Define KPIs and develop balanced scorecards to measure individual, team, and departmental performance.

Leverage CRM tools (e.g., Redmine, Zoho, Zendesk) for case management, analytics, and customer engagement.

Conduct skip-level discussions to identify challenges, recognize achievements, and gather feedback for continuous improvement.

Champion a promote-from-within culture, focusing on employee growth, engagement, and career development.

Lead and participate in weekly, monthly, and quarterly business reviews, providing insights, performance analysis, and improvement plans.

Monitor and report on customer satisfaction metrics, NPS/CSAT trends, and feedback to drive actionable improvements.

Identify opportunities for automation and technology adoption to improve efficiency and reduce manual workload.

Foster a customer-first culture, ensuring all interactions reflect professionalism, empathy, and service excellence.

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