Customer Care Supervisor

3 days ago

Quezon City, National Capital Region, Philippines Moldex Group of Companies Full time
JOB DESCRIPTION:

  1. Supervision and Leadership

  2. Provide hands-on supervision and guidance to Customer Care Account Officers to ensure optimal team performance.

  3. Foster a high-performance culture by setting clear expectations, promoting accountability, and providing continuous coaching.
  4. Conduct regular training and development initiatives to enhance technical knowledge, soft skills, and customer handling capabilities.
  5. Monitor daily operations to ensure team adherence to internal protocols, service levels, and company values.

  6. Fulfillment Oversight & Request Processing

  7. Ensure the timely and accurate fulfillment of a wide range of customer requests, including contract processing, title transfers, refunds, move-ins, and waivers.

  8. Review and validate customer transaction documentation, ensuring completeness and alignment with standard procedures.
  9. Aggregate incoming requests and coordinate closely with relevant departments to streamline handoffs and monitor progress along the service funnel.
  10. Monitor compliance with internal SLAs and proactively resolve delays or bottlenecks in the fulfillment process.

  11. Issue Resolution & Escalation Handling

  12. Investigate, and resolve customer concerns, complaints, or account discrepancies with empathy and efficiency.

  13. Serve as point-of-contact for escalated transactions and irate clients, collaborating with other departments to expedite resolution.
  14. Analyzes root causes of recurring issues and recommend preventative or corrective actions to reduce escalation rates.

  15. Performance Monitoring and Reporting

  16. Track team and individual performance based on KPIs such as timeliness of fulfillment, escalation rate, accuracy of reports, and quantity of resolved transactions.

  17. Prepare and present regular performance reports and insights to Customer Care leadership and management.
  18. Identify performance gaps and implement targeted interventions or process changes to improve service quality and turnaround times.

  19. Customer Communication & Experience

  20. Maintain professional, timely, and clear communication with customers regarding the status and next steps of their requests.

  21. Ensure consistent updates are provided across multiple touchpoints (email, walk-in, calls) based on customer preference and urgency.
  22. Promote a customer-first mindset by fostering trust, transparency, and empathy in all interactions.

  23. Process Improvement & Quality Assurance

  24. Conduct periodic audits and evaluations of the fulfillment process to identify inefficiencies or compliance gaps.

  25. Collaborate with the Fulfillment Assistant Manager to implement best practices, standardize workflows, and elevate service quality.
  26. Leverage customer feedback and internal data to propose process innovations that enhance client satisfaction and reduce handling time.

  27. Interdepartmental Collaboration

  28. Work closely with departments such as Documentation, Finance, Legal, Sales Admin, and others to ensure cohesive handling of client requests.

  29. Actively participate in interdepartmental meetings to align on service standards, resolve process roadblocks, and refine SLAs.
  30. Maintain strong relationships with department heads to reinforce accountability and mutual support in customer fulfillment efforts.
JOB QUALIFICATIONS:
  • Graduate of Business Management, Mass Communication, or equivalent.
  • With at least three (3) years of working experience in customer service/fulfillment & one (1) year of working experience as Customer Care/Service Supervisor.
  • Has strong interpersonal relationship skills, clear communication skills, and leadership skills.

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