
Customer Service Supervisor
4 days ago
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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