Call Center Supervisor

Haier; Taguig; On-site; PHP 600,000 - 800,000; Full time

Job summary

A leading company is seeking a Customer Service Supervisor to oversee daily customer interactions across various channels and ensure quality service delivery. The ideal candidate will have a Bachelor's degree and a minimum of 5 years' supervisory experience in customer service, with a strong emphasis on team leadership and problem resolution. This position is 100% on-site in Bagumbayan, Quezon City, Monday to Friday.

Qualifications

• 5 years of work experience as Customer Service Supervisor.
• Team player with a good personality.
• Willing to work on-site in Quezon City.

Responsibilities

• Oversee inbound calls, emails, live chat, and social media customer interactions.
• Conduct performance evaluations for agents and ensure training is effective.
• Manage escalations, including VIP customers and complaints.

Skills

Customer Relationship Management

Team Leadership

Communication

Problem Solving

Education

Bachelor's Degree

Job description

Responsibilities:

• Oversee daily handling of inbound calls, e-mails, live chat, social media, and the other inbound customer channels; and execution of outbound tasks which include dispatch verification, satisfaction survey, and other forms of customer verification.
• Continuous improvement on both inbound and outbound flow in response to business situations and customer feedback.
• Ensure resources including staffing, training, and technology, are in place to achieve operational requirements according to management direction and customer behavior.
• Design and conduct regular performance evaluations for agents, offering constructive feedback, and implementing development plans.
• Analyze customer feedback and work with the corresponding responsible team to ensure all concerns are closed.
• Collaborate with other departments to resolve complex customer issues.
• Conduct regular performance evaluations for agents' satisfactory survey, and work order verification.
• Manage escalations, VIP customers, DTI complaints, and the like.
• Oversee projects concerning customer touchpoints for aftersales.
• Key Indices: Service Level and Answer Rate, 24 Hour Handling, and the like.

Qualifications:

• Graduate of Bachelor's Degree in any course
• Has 5 years of work experience as Customer Service Supervisor
• Team player with a good personality
• Willing to work 100% on-site in Bagumbayan, Quezon City from 9 am to 6 pm, Monday to Friday.