Customer Service Representative Supervisor

2 weeks ago

Mandaluyong City, National Capital Region, Philippines RAC PHIL CORP. Full time

Job description:

Job Title: Customer Service Supervisor

Location: Mandaluyong City

Schedule: Full-time, Shifting Schedule

Availability: Must be available for overtime, on-call duties, and occasional rest-day work as required.

Job Summary:

We are seeking a dedicated and experienced Customer Supervisor to oversee our call center operations. This role requires a highly organized, results-driven individual with a strong background in managing customer service teams and developing efficient workflows. The successful candidate will ensure optimal performance, maintain quality standards, and support the hiring and training of new agents.

Key Responsibilities:

● Operational Management: Lead daily operations, ensuring team adherence to SOPs, quality standards, and performance goals.

● Hiring and Training Support: Assist in recruiting, onboarding, and mentoring agents to build a high-performing team.

● SOP Development: Develop and update Standard Operating Procedures (SOPs) to streamline processes and enhance service quality.

● Performance Monitoring: Conduct regular assessments of team performance, provide constructive feedback, and implement improvement plans.

● Crisis Management: Address escalated issues, resolve conflicts, and manage urgent client needs, including on-call support as needed.

● Multichannel Management: Oversee chat and email communication channels to ensure customer inquiries are handled efficiently and accurately.

● Workforce Flexibility: Adapt to shifting schedules, support overtime work, and ensure team availability during peak hours.

● Full-Time Dedication: This is a full-time role that requires commitment and flexibility to work up to 12 hours or more, depending on business demands.

Qualifications:

● Education: Graduate of any 4-year course.

● Experience: Minimum of 5 years of experience in call center management

● Communication Skills: Excellent verbal and written communication skills for both team interaction and customer engagement.

● Technical Proficiency: Skilled in call center tools, customer service platforms, and reporting software; familiarity with chat and email support required.

● Problem-Solving Skills: Ability to handle high-stress situations, multitask efficiently, and solve issues promptly.

● Adaptability: Ability to work flexible schedules, including overtime and rest-day shifts when needed.

● Commitment: Not currently employed with any other company; fully dedicated to this role.

● Leadership: Strong motivational skills to inspire team members and maintain high morale.

● Attention to Detail: Ensures quality in customer interactions and accurate reporting.

● Data-Driven: Analytical mindset with the ability to interpret performance metrics and implement improvements.

● Enthusiasm: Passionate about providing excellent customer service and fostering a supportive team culture.

Job Type: Full-time

Pay: Php28, Php32,000.00 per month

Benefits:

  • Paid training

Work Location: In person

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