Customer Care Lead — Elevate Support & Ops

Autokid Subic Trading Corporation; Quezon City; On-site; PHP 480,000 - 600,000; Full time

Job summary

Autokid Subic Trading Corporation in the Philippines seeks a Customer Care Supervisor to lead the daily operations of the Customer Care team, ensuring timely, efficient, and high‑quality service.

You will coach representatives and admin staff, monitor inquiries and complaints, coordinate with Sales, Service, Parts, and Logistics, and drive improvements through KPI tracking and reporting. This role emphasizes customer focus and process optimization to elevate satisfaction.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• At least 3–5 years of experience in customer service, with at least 1–2 years in a supervisory or team lead role.
• Experience in handling customer complaints, escalations, and after-sales concerns.
• Experience in the automotive industry or after-sales service is an advantage.
• Strong communication, leadership, problem-solving, and customer service skills.

Responsibilities

• Supervise, coach, and evaluate Customer Care Representatives and Admin Staff.
• Monitor the daily handling and resolution of customer inquiries, complaints, service requests, and warranty concerns.
• Ensure that customer concerns are properly documented, tracked, and resolved within the required turnaround time.
• Coordinate with Sales, Service, Parts, Logistics, and other departments to facilitate the resolution of customer concerns.
• Handle escalated customer complaints and provide appropriate solutions or recommendations.
• Monitor customer service KPIs, performance metrics, and customer feedback.
• Prepare regular reports on team performance, customer concerns, and service trends.
• Identify process gaps and recommend improvements to enhance customer service efficiency and satisfaction.
• Assist in developing and conducting training and coaching sessions for Customer Care personnel.
• Ensure compliance with company policies, procedures, and customer service standards.
• Promote professionalism, teamwork, and a customer-focused approach within the team.
• Perform other related duties and errands as may be assigned by the immediate superior.

Skills

Leadership

Communication

Customer service

Problem-solving

Education

Bachelor's degree in Business Administration/Marketing/Communications

Tools

CRM systems

Job description

Autokid Subic Trading Corporation in the Philippines seeks a Customer Care Supervisor to lead the daily operations of the Customer Care team, ensuring timely, efficient, and high‑quality service.

You will coach representatives and admin staff, monitor inquiries and complaints, coordinate with Sales, Service, Parts, and Logistics, and drive improvements through KPI tracking and reporting. This role emphasizes customer focus and process optimization to elevate satisfaction.