Customer Service Manager

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Early Applicant

Job Description

Qualifications

Graduate of Business Administration, Communications, Management, or any related discipline
With solid experience in the BPO sector, preferably handling a supervisory or leadership role
Strong exposure to customer support operations and team supervision
Excellent leadership, communication, and interpersonal abilities
Experience in managing customer complaints and service enhancement initiatives
Familiar with KPI monitoring, performance tracking, and operational reporting
Capable of coaching and leading customer support staff
Good analytical, problem-solving, and decision-making skills
Proficient in MS Office applications and customer service systems
Highly organized and able to work effectively in a dynamic environment
Willing to report onsite in Caloocan City

Responsibilities

Manage overall customer support operations and daily team activities
Lead and mentor customer service staff to maintain high-quality service standards
Address and resolve complex customer concerns and escalations
Track team productivity and ensure service targets and KPIs are achieved
Conduct training sessions, coaching, and performance reviews
Implement improvements to enhance customer experience and service processes
Generate reports related to customer feedback and team performance
Coordinate with internal departments to resolve customer-related matters
Ensure adherence to company policies and customer service guidelines