Customer Service Manager
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Key Responsibilities
1. Customer Service Team & 24/7 Operations Management 2. Service Quality, QA & Team Training 3. User Issue Analysis & Service Insights 4. Complaint, Dispute & Escalation Managemen 5. User Retention, VIP Service & Outbound Follow-up 6. SOP, Knowledge Base & Service Workflow Optimization
Qualifications:
* 5+ years of experience in customer service, user support, service operations, or contact center management.
* At least 2 years of experience as a Customer Service Supervisor, Team Lead, Manager, or in a direct people management role.
* Proven experience managing 24/7 support teams, shift-based teams, or high-volume user support environments.
* Strong understanding of customer service KPIs, QA, SLA, ticket management, escalation handling, training, and workflow optimization.
* Experience handling complex complaints, user disputes, high-pressure service issues, and cross-functional escalations. Job
Conditions:
> Employment : Full-time I Probationary to Regular > Work Setup : On-site at Cebu Business Park, Cebu City > Relocation Support : Relocating package available for employment coming from outside Cebu > Schedule : 6 days per week I Shifting Schedule
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