Customer Service Manager

2 hours ago

Caloocan City, National Capital Region, Philippines INGCOPH Full time ₱84,000 per year

Key Responsibilities1. Customer Service Management

  • Lead, mentor, and motivate the customer service team to deliver high-quality support.
  • Develop service standards, scripts, and workflows to ensure consistent customer experience.
  • Monitor customer interactions and ensure adherence to service-level agreements (SLAs).
  • Handle complex or escalated customer cases and provide timely resolutions.
  • Track customer satisfaction metrics (CSAT, NPS, FCR) and implement improvement initiatives.

2. Operations

  • Oversee aftersales processes including product returns, repairs, replacements, warranties, and service orders.
  • Coordinate with technical teams, logistics, supply chain, and vendors to ensure timely service delivery.
  • Analyze recurring service issues and collaborate with product/operations teams to prevent reoccurrence.
  • Ensure compliance with warranty policies, service contracts, and operational standards.

3. Process & Performance Optimization

  • Identify gaps and inefficiencies in customer service and aftersales operations; propose and implement solutions.
  • Improve end-to-end customer service workflows with automation, SOPs, and process mapping.
  • Develop KPIs and dashboards for team and operational performance tracking.
  • Conduct regular audits of aftersales and service processes to improve quality and turnaround time.

4. People Management

  • Recruit, onboard, train, and develop customer service staff.
  • Conduct performance reviews, set goals, and drive team engagement.
  • Organize regular coaching sessions to enhance product knowledge, communication, and problem-solving skills.

5. Reporting & Documentation

  • Prepare weekly/monthly reports on customer service performance, issue trends, and operational outcomes.
  • Maintain documentation related to policies, SOPs, warranty guidelines, and escalation processes.
  • Provide insights to management for strategic decision-making.

6. Customer Experience Improvement

  • Gather customer feedback and convert insights into actionable improvements.
  • Lead initiatives to enhance customer retention, loyalty, and service excellence.
  • Collaborate cross-functionally (sales, operations, product, marketing) to improve the customer journey.

Qualifications & Requirements

  • Bachelor's degree in Business Administration, Operations, or a related field (MBA preferred).
  • 2-3 years of experience in customer service, aftersales, or operations, with at least 2–3 years in a supervisory/managerial role.
  • Strong understanding of aftersales processes (repairs, returns, warranty, service operations).
  • Excellent communication, leadership, and conflict-resolution skills.
  • Proficiency in CRM systems, service platforms, and MS Office tools.
  • Analytical mindset with strong problem-solving and decision-making abilities.
  • Ability to manage multiple priorities in a fast-paced environment.

Key Competencies

  • Customer-centric mindset
  • Operational excellence
  • Team leadership & coaching
  • Analytical and data-driven
  • Stakeholder management
  • Process improvement (Lean/Six Sigma is a plus)

Job Type: Full-time

Pay: From Php35,000.00 per month

Benefits:

  • Additional leave
  • Company events
  • Health insurance

Work Location: In person

  • Customer Service Manager

    1 hour ago

    Caloocan City, National Capital Region, Philippines Ingcoph Traders Inc. Full time ₱360,000 - ₱720,000 per year

    Key Responsibilities:Build and maintain strong relationships with sales clients to ensure satisfaction and long-term partnerships.Serve as the primary point of contact for high-value clients, addressing concerns and enhancing customer experience.Develop and implement client retention strategies to drive loyalty and repeat business.Oversee the customer...

  • Customer Service Assistant

    2 hours ago

    Caloocan City, National Capital Region, Philippines INGCOPH Full time ₱180,000 - ₱270,000 per year

    Key Responsibilities:Customer & Frontline SupportServe as the primary point of contact for customers via phone, email, or walk-inAssist customers with service inquiries, appointment scheduling, and status updatesHandle customer concerns professionally and escalate issues when necessaryService CoordinationSchedule and coordinate service appointments with...

  • Customer Service Representative

    2 weeks ago

    Marikina City, National Capital Region, Philippines CARLCARE SERVICE PH INC. Full time ₱15,000 - ₱30,000 per year

    Conduct outgoing phone calls to verify and survey customer transactions.Identify and assess customer needs to ensure satisfaction and enhance service experience.Build sustainable relationships and maintain trust through open, professional, and interactive communication.Provide accurate, valid, and complete information using the appropriate tools and...

  • Customer Service Specialist

    3 hours ago

    Marikina City, National Capital Region, Philippines Carlcare Service PH Inc. Full time ₱252,000 - ₱300,000 per year

    Provide administrative and operational support to service center teams in NCR and North Luzon. Handle data encoding, case monitoring, and documentation of customer and dealer transactions. Assist in processing warranty claims, parts requisitions, replacements, and refunds. Coordinate with technicians, logistics, warehouse, finance and dealer care teams...

  • Customer Care Manager

    2 hours ago

    Caloocan City, National Capital Region, Philippines INGCOPH Full time ₱420,000 per year

    Job description:Key Responsibilities1. Customer Service ManagementLead, mentor, and motivate the customer service team to deliver high-quality support.Develop service standards, scripts, and workflows to ensure consistent customer experience.Monitor customer interactions and ensure adherence to service-level agreements (SLAs).Handle complex or escalated...

  • Customer Relations Manager

    2 weeks ago

    Caloocan City, National Capital Region, Philippines Sweet Dough Global Ventures Inc. Full time ₱300,000 - ₱600,000 per year

    We're Hiring Customer Relations Manager | Donut Park 도넛 공원 Location: CAMANAVA area (Caloocan, Malabon, Navotas, Valenzuela) Department: Customer Relations Reports to: CEO/Owner Supervises: Customer Relations Officers, Chat Support Team Position SummaryDonut Park is looking for a Customer Relations Manager to strengthen and sustain relationships...

  • Branch Customer Service Head

    3 hours ago

    Caloocan City, National Capital Region, Philippines Transnational Properties, Inc. (Real Estate arm of Motortrade) Full time ₱216,000 - ₱264,000 per year

    Educational attainment:Graduate of Management Major in Marketing or any 4 years Business - related course.Experience(s) required and no. of years used:Minimum of 2 year experience.Other Qualifications (Knowledge, Skills & Competencies needed to do the job):Knowledge:Inventory ManagementProcess Documentation5s CompliancePeople ManagementCash...

  • Customer Service Representative

    2 weeks ago

    Quezon City, National Capital Region, Philippines St. Joseph the Worker Labor Service Cooperative Full time ₱200,000 - ₱400,000 per year

    Company DescriptionSt. Joseph the Worker Labor Service Cooperative is a manpower services provider committed to connecting talented professionals with reputable companies across various industries. We specialize in providing workforce solutions that ensure efficiency, quality, and reliability. Our mission is to help jobseekers find the right opportunities...

  • Customer Service Manager

    3 hours ago

    Mandaluyong City, National Capital Region, Philippines VidaXL International (HK) Limited Full time ₱40,000 - ₱80,000 per year

    As our Customer Service Manager, you will spearhead our global Customer Service department. We seek a goal-oriented leader who is hands-on and excels in stakeholder management, with a strong emphasis on enhancing customer satisfaction (CSAT) while optimizing operational efficiency.The ideal candidate is passionate about continuous improvement and data-driven...

  • Customer Service Manager

    2 weeks ago

    Makati City, National Capital Region, Philippines Ella DL Beauty Inc. Full time ₱300,000 - ₱360,000 per year

    WE'RE HIRINGOnsite | MakatiFull-timeWe're expanding our team and looking for passionate, skilled professionals to grow with us. If you're ready for your next big career move, explore our open roles below and find where you fit best.CUSTOMER SERVICE MANAGERLead with empathy, deliver with excellence.We're looking for a customer service manager who can lead a...