Customer Service Manager
Eastvantage Business Solutions Inc.
- Taguig, PhilippinesFort Legend Tower, 3rd Avenue corner 31st Street, Taguig, Metro Manila, Philippines, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
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