Customer Service Supervisor

5 days ago

Baguio City Cordillera Admin Region, Philippines Risewave Consulting, Inc. Full time ₱1,200,000 - ₱3,600,000 per year

Job Description:

1. Team Building Support

  • Assist the Philippines Country Lead in establishing and scaling the local customer service team.

2. Training & Capability Development

  • Develop initial training programs and materials to ensure the team quickly gains customer service competencies.
  • Continuously improve the local training framework to maintain high service standards over the long term.

3. Operations Management & Process Development

  • Help design and optimize the early-stage customer service processes, including service standards and scripts.
  • Collaborate with the headquarters' technical team to implement and enhance the customer service management system.
  • Oversee daily operations, manage team schedules, and ensure service efficiency and quality.

4. Performance Management & Team Motivation

  • Create a performance evaluation system for the initial team, including KPIs such as customer satisfaction and response time.
  • Conduct regular performance reviews and implement incentive programs to boost morale and reduce turnover.

5. Cross-Department Collaboration & Reporting

  • Maintain regular communication with the HQ service team and provide updates on local team progress.
  • Coordinate with product, technical support, and marketing teams to ensure effective feedback channels.
  • Prepare and analyze customer service reports to support ongoing operational improvements.

Job Requirements:

  • Bachelor's degree or higher; major in English or related field is preferred.
  • At least 3-5 years of experience managing customer service teams in the Philippines.
  • Proficient in English, with a strong understanding of Western (U.S./Europe) customer service practices and excellent cross-cultural communication skills.
  • Must be willing to work onsite and okay with night shift

Professional Skills

  • Proven experience in building and managing a customer service team from the ground up (strongly preferred).
  • Familiarity with Philippine labor laws, recruitment channels, and industry salary benchmarks.
  • Hands-on experience in process improvement and service quality enhancement; skilled in using customer service software and operational tools.

Personal Qualities

  • Excellent organizational, coordination, and communication abilities.
  • Strong stress tolerance, proactivity, and adaptability.
  • Effective team-building and staff motivation skills.
  • Analytical thinker with problem-solving capabilities.

Preferred Qualifications

  • Experience managing customer service teams for smart hardware or consumer electronics products.
  • Previous work supporting Western (U.S./European) markets, with a good understanding of their customer communication styles and preferences.
  • Well-connected in the Philippines with strong HR and third-party vendor networks.

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