Team Management: Lead, mentor, and motivate a team of customer service representatives to deliver exceptional service and meet performance goals.
Customer Support Oversight: Monitor and evaluate customer service interactions to ensure they meet company standards for quality, efficiency, and professionalism.
Policy Development: Develop and implement customer service policies, procedures, and best practices to enhance service delivery and address customer needs effectively.
Issue Resolution: Handle escalated customer complaints and complex inquiries, providing timely and effective resolutions to maintain customer satisfaction.
Performance Tracking: Track and analyze key performance indicators (KPIs) related to customer service, including response times, resolution rates, and customer feedback.
Training and Development: Design and conduct training programs for new and existing team members to improve their skills and knowledge in customer service.
Process Improvement: Identify areas for process improvements and implement changes to enhance the efficiency and effectiveness of the customer service department.
Customer Feedback: Gather and analyze customer feedback to identify trends and areas for improvement, and work with other departments to address any issues.
Reporting: Prepare and present regular reports on customer service performance, including metrics, trends, and recommendations for improvement.
Qualifications:
Education: Bachelor's degree in Business Administration, Management, or a related field.
Experience: Minimum of 8-10 years of experience in customer service management or a similar role, preferably within a legal industry.
Skills:
Strong leadership and team management abilities.
Proven experience managing a Customer Success team in an SaaS environment.
Excellent communication and interpersonal skills.
Expertise in CS platforms (e.g., ChurnZero, Planhat, Gainsight) and data-driven decision-making.
Ability to handle complex customer issues and provide effective solutions.
Strong analytical and problem-solving skills.
Customer-focused with a commitment to delivering high-quality service.
Experience with performance metrics and reporting.
Willing to work onsite in Alabang site and night shift schedule
