Eastvantage Business Solutions Inc.
Eastvantage Business Solutions Inc.

Customer Service Manager  

Eastvantage Business Solutions Inc.

  • Taguig, Philippines
    Fort Legend Tower, 3rd Avenue corner 31st Street, Taguig, Metro Manila, Philippines, Taguig, Metro Manila, Philippines
    Taguig
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 3 years ago

2020-11-27T16:00:00+00:00
Job closed.

Job Description

Customer Service Manager


Our client is looking for strong, leading individuals to provide support and guidance to our customers and customer service team members. This job will require a full channel of skills and experiences in team leadership, branch sales management, customer service focus, and overall operations management of the branch. Our client is a rapidly growing company that will require you to juggle many tasks, projects, and deadlines at once. You will be developing customer service strategies and managing various programs with the goal of building loyalty among our consumer customer base. You must be comfortable performing a wide variety of tasks and working with multiple systems, teams, and individuals. Behind the scenes, you will be required to demonstrate your abilities for organization and efficiency, keeping the team focused on your guidance.

Responsibilities

  • Determine operational strategies by conducting needs assessments, performance reviews, and capacity plans.
  • Provide guidance, coaching, and management to both in office and home-based members of your team.
  • Establishing technical specification, productivity, quality, and customer-service standards for research information and analysis to client strategic plans and reviews
  • Manage all necessary operational aspects of the local office and provide a local presence to clients while following all corporate guidelines and policies
  • Develop customer service strategies, customer service goals, and key performance indicators to overall efficiency and effectiveness your department
  • Provide leadership and guidance to direct reports to ensure seamless operations by deploying skills and experiences in both customer service channels and management
  • Define and implement any corrective actions needed to meet operational performance
  • Accomplish operations in human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling employees through a series of tasks such as administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; and enforcing policies and procedures.
  • Ensure employee satisfaction by working with Team Leads to create strong connections with the whole team and utilize effective communication to help translate the mission of our client into meaningful and clear goals.
  • Collaborate with internal teams and different departments to improve processes and services.
  • Prepare center performance reports by collecting, analyzing, and summarizing relevant data and trends.

Minimum Qualifications

  • Zendesk Experience is a MUST.
  • Experience being a Manager in a BPO Setting is a MUST.
  • At least [5-7] years in relevant customer service experience
  • At least [3-5] years of managerial experience (overseeing or supporting a team)
  • Minimum Bachelor’s Degree in related fields
  • Ability to work under pressure and in dynamic working conditions
  • Excellent communication skills with strong leadership capabilities and creativity
  • Comfortable to handle phone, chat, and email communications in a professional manner
  • Willing to travel to the United States for meetings (Experience in traveling to the US is a plus)

Position in the Organization

  • Will report directly to the COO
  • Responsible for managing both overseas and home-based customer service teams

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while
Office Address
Fort Legend Tower, 3rd Avenue corner 31st Street, Taguig, Metro Manila, Philippines
Industry
Business Process Outsourcing
Vacancy
1 opening
Website
https://eastvantage.com/

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About Eastvantage Business Solutions Inc.

Eastvantage provides business solutions to global companies, enabling offshore operations from its locations in the Philippines, India and Bulgaria. The management team brings a wealth of global insights and local knowledge in the areas of digital transformation, customer experience, and business support. Combining expertise with a hands-on approach to managing client relationships, Eastvantage makes outsourcing simple and seamless. Share the passion Serious but wacky. Normal but quirky. Organized yet flexible. Hard work with playtime. That’s life at Eastvantage. We promote a "Work-Life Balance" environment. It’s a place where introverts and extroverts, the left-brained and right-brained, the outgoing and the shy can all work side by side without pulling each other’s hair. That’s because we work in a highly open, flexible and collaborative zone where we can totally feel at home. We may be a team of different folks with different strokes, but we share the same passion for our work and a constant drive for excellence. And we’re lucky enough to belong to a company that empowers us and looks out for our development and well-being. Are you intelligent, creative, passionate, and crazy enough? Be a part of a cool, smart and wise team. Hurry grab the opportunity. Why join us? Working at Eastvantage is not like joining a huge organization like the navy, it's more like joining a fleet of agile ships ready to skip on to the next race, discovering new frontiers. We are not a thousand-person call center. We are not a ratlab. We are no freaky geeks (or are we?). What are we, then? Eastvantage prides itself on being an open and fair employer, always looking out for the development and well-being of its employees. We believe that our prime services require fully empowered people, world-class office amenities and the best technologies. We provide attractive salaries, insurance and benefits. We believe in continuous learning and coaching to stay ahead. We train and ensure our employees are treated fairly and with respect. Join us - we are always looking for great talents like software/system/web developers, research analysts, e-marketing gurus, and fluent communicators. Benefits We offer challenging roles in a fast-growing international team Work-life balance environment We have a no-nonsense culture and direct interaction with our clients Prime office located in Fort Bonifacio Global City, Taguig and Ortigas Center What are we good at? Work hard and play hard! We are not the typical BPO setup. We have a diverse culture and we nurture everyone like a family. To understand how we use and process your data, please visit www.eastvantage.com/privacy-notice and www.eastvantage.com/privacy-policy

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