Customer Care Manager

Cepat Kredit Financing Inc.; Pasig; On-site; PHP 334,800 - 502,200; Full time

Benefits offered by this job

Performance Bonus

Incentives

HMO

Job summary

A financial services company in Pasig is seeking an experienced Customer Service Manager to oversee day-to-day operations. The role involves leading a team to ensure high customer satisfaction, resolving issues, and enhancing service processes. Candidates should have at least 3 years of management experience, exceptional leadership skills, and proficiency in customer service tools. This full-time position offers opportunities for professional growth and performance bonuses.

Qualifications

• 3+ years experience in customer service or customer care management.
• Strong leadership and team performance management skills.
• Exceptional communication and interpersonal abilities.

Responsibilities

• Oversee customer support operations and manage service team.
• Implement strategies for improving customer satisfaction.
• Track and report on key performance indicators (KPIs).

Skills

Leadership Skills

Communication Skills

Problem-Solving

Organizational Skills

Education

Bachelor's degree in Business Administration or Communications

Tools

CRM Tools

Data Analysis Tools (Excel, Google Analytics)

Job description

On-site - Pasig 3-5 Yrs Exp Bachelor Full-time

Job Description

Employee Recognition and Rewards

Performance Bonus, Incentives

Government Mandated Benefits

Insurance Health & Wellness

HMO

JOB OBJECTIVE:

We are looking for an experienced and dynamic CustomerServiceManager to oversee the day-to-day operations of our customerserviceteam. TheCSMwillbe responsible forensuringhigh levelsof customer satisfaction, resolving issues efficiently, and driving a customer-first culture within the team. This individual will manage customerservicerepresentatives, develop team performance strategies, and improve service delivery processes.

Key Responsibilities:

• Lead, mentor, and manage a team of customerserviceassociates, ensuring high performance, engagement, and job satisfaction.
• Oversee customer support operations, ensuring all customer inquiries, complaints, and issues are handled promptly and effectively.
• Identify areas of improvement in the customer service process and implement strategies for increasing efficiency and satisfaction.
• Develop initiatives to improve the overall customerexperience, aligning services with customer expectations and industry best practices.
• Act as an escalation point for complex or unresolved customer issues, ensuring they are addressed and resolved effectively.
• Track key performance indicators (KPIs) such as response times, resolution times, customer satisfaction (CSAT), and customer retention. Implement corrective actions as needed to improve performance.
• Provide ongoing training and professional development opportunities for customerserviceteam members, including inclusive communication and empathy training.
• Generate regular reports on customer service metrics, customer feedback, and team performance. Present insights and recommendations to senior management.Maintain documentation and reporting systems that support audit readiness and regulatory transparency.
• Work closely with other departments (sales, marketing, product development, etc.) to ensure alignment and resolve customer concerns effectively.
• Develop, implement, and review customer service policies and procedures, ensuring consistency and quality in customerservice.
• With closecoordinationwith Legal and Compliance teams, ensure that the company’s customer complaint handling processes are compliant with relevant regulatory requirements, including but not limited to the Financial Products and Services Consumer ProtectionAct (FCPA) and other consumer protection laws.
• Monitor and regularly review complaint resolution procedures to align with evolving legal and regulatory standards.
• Lead training initiatives for frontline staff on compliant complaint handling practices.
• Perform other tasks assigned by the management/President.

Required Skills and Qualifications:

• Bachelor's degree in Business Administration, Communications, or a related field (preferred).
• Proven experience (3+ years) in customer service or customer care management, preferably in a leadership role.
• Strong leadership skills with a focus on team building, motivation, and performance management.
• Exceptional communication and interpersonal skills.
• Excellent problem-solving skills and the ability to handle escalated customer issues with empathy and professionalism.
• Strong organizational and time-management skills.
• Experience with CRM tools and customer service management software.
• Ability to analyze customer service data and create actionable reports and insights.

Preferred Skills:

• Experience with customer service frameworks (e.g., Service Level Agreements, CSAT, NPS, FCR)and applicable regulatory frameworks (e.g.MC 18 of 2019,FCPA).
• Proficiency in data analysis and reporting tools (Excel, Google Analytics, etc.).
• Knowledge of call center operations or multi-channel support systems (email, live chat, social media).
• Project management experience is a plus.