Customer Service Manager

Keep every update clear and every action visible. Support the client's account by keeping customer service correspondence organised, periodical records accurate, and Customer Service Managers informed of upcoming, outstanding, and at-risk activity.

Work Setup: Full-time Onsite | Makati City

Role Overview

Provide central administrative support across the client account. You'll manage the Customer Service shared inbox and central Periodicals Tracker, recording bookings, changes, completion information, and outstanding actions. Customer Service Managers (CSMs) retain responsibility for coordinating works with stores and subcontractors; you'll maintain records, follow up with CSMs, and contact external parties only when specifically requested by the responsible CSM or account leadership.

Key Responsibilities

• Manage the shared inbox: Monitor incoming correspondence, route actions to the relevant CSM or internal stakeholder, and track outstanding or unresolved matters. Keep supporting records updated, use consistent inbox practices to prevent missed or duplicate actions, and escalate urgent or high-risk issues through agreed channels.
• Maintain the Periodicals Tracker: Record booking dates, start times, statuses, completion details, evidence, reschedules, and notes against the correct store, task, month, CSM, and subcontractor. Preserve original outcomes and record revised attendance in the appropriate month so reporting history remains visible.
• Follow up with CSMs: Highlight upcoming, outstanding, overdue, and at-risk activity across their patches. Obtain missing booking details, attendance outcomes, completion updates, and evidence; clarify incomplete information, update relevant records promptly, and flag items requiring booking, confirmation, escalation, or close-out.
• Protect communication ownership: Leave direct store and subcontractor coordination with CSMs. Make external contact only when requested by the responsible CSM or account leadership, document the communication, and return outcomes to the responsible CSM without creating parallel communication streams.
• Reconcile records and support reporting: Check tracker data against inbox updates, CSM advice, and completion records; resolve missing fields, conflicts, duplicates, and unexplained changes. Support status, completion, exception, and outstanding-action reporting, maintain an audit trail, and identify recurring gaps and improvements to administrative controls and workflows.
  
  

Skills & Experience

• Working knowledge of Microsoft Outlook, including shared inbox management, correspondence routing, and action tracking.
• Working knowledge of Microsoft Excel, including filters and structured trackers for bookings, statuses, completion details, and outstanding actions.
• Administration and data-management skills to maintain central records, process high volumes of updates, and preserve booking and rescheduling history.
• Data-validation and reconciliation skills to check source records, identify missing or conflicting information, detect duplicates, and maintain a clear audit trail.
• Operational reporting and documentation skills to prepare status, completion, exception, and outstanding-action reports and record follow-ups and escalations clearly
  
  

What's In It For You

• Recognised by Great Place To Work: Ranked #8 Best Workplace in the Philippines and #3 Best Workplace in IT-BPM in the Medium category for 2026.
• Work That Fits Real Life: Roles aligned with Australian and US clients, with day and night shift options plus WFH, hybrid and office-based setups depending on the role.
• Room to Grow: Structured onboarding and ongoing Learning & Development programs that help employees build skills, strengthen capability and prepare for broader responsibilities.
• Health Cover From Day 1: Health insurance coverage from Day 1 plus dependent coverage, giving employees and their families added peace of mind from the start.
• Clear Pay, Clear Expectations: Compensation aligned with the role and experience, supported by clear responsibilities and expectations from the outset.
• Work That Connects You to the Client: Work directly with international businesses as part of a dedicated team that operates as an extension of their business.
• Support Beyond Day 1: Our People & Culture and support teams stay involved beyond onboarding, providing day-to-day guidance, employee support, engagement and recognition throughout the employee experience.
  
  

Plus the everyday extras: Modern workspaces, complimentary onsite meals, flowing coffee and drinks at our café bar, additional time off and tenure incentives.

About Us

At hammerjack, we connect skilled professionals in the Philippines with growing businesses across Australia and beyond—building teams that work as true extensions of our clients. We're proud to be named among the Fortune 100 Best Workplaces in Southeast Asia and ranked the 8th Best Workplace in the Philippines.

Our Impact

Our people aren't outsourced—they're embedded. With aligned tools, shared goals, and real accountability, they deliver at the same standard and pace as onshore teams while building long-term careers they're proud of, across accounting, tech, admin, and marketing.