Customer Care Supervisor

Moldex Group of Companies; Quezon City; On-site; PHP 446,000 - 725,000; Full time

Job summary

Moldex Group of Companies in the Philippines is seeking a Customer Care Supervisor to lead a team of Account Officers, ensuring high-quality service and adherence to standards. You will oversee fulfillment, coordinate with cross-functional teams, and address escalations with empathy.

The role emphasizes process improvements, performance monitoring, and proactive customer communication to enhance satisfaction and efficiency.

Qualifications

• 3+ years in customer service/fulfillment and 1+ year as Customer Care Supervisor.
• Strong interpersonal, communication, and leadership skills.
• Graduate in Business Management or Mass Communication or equivalent.

Responsibilities

• Provide hands-on supervision and guidance to Customer Care Account Officers to ensure optimal team performance.
• Oversee fulfillment and request processing across contracts, title transfers, refunds, move-ins, and waivers.
• Handle escalations and investigate root causes to reduce recurring issues.
• Monitor KPIs and collaborate with departments to improve service quality and turnaround times.
• Maintain professional communication with customers across multiple touchpoints.

Job description

JOB DESCRIPTION:

1. Supervision and Leadership

   • Provide hands‑on supervision and guidance to Customer Care Account Officers to ensure optimal team performance.

   • Foster a high‑performance culture by setting clear expectations, promoting accountability, and providing continuous coaching.

   • Conduct regular training and development initiatives to enhance technical knowledge, soft skills, and customer handling capabilities.

   • Monitor daily operations to ensure team adherence to internal protocols, service levels, and company values.

2. Fulfillment Oversight & Request Processing

   • Ensure the timely and accurate fulfillment of a wide range of customer requests, including contract processing, title transfers, refunds, move‑ins, and waivers.

   • Review and validate customer transaction documentation, ensuring completeness and alignment with standard procedures.

   • Aggregate incoming requests and coordinate closely with relevant departments to streamline handoffs and monitor progress along the service funnel.

   • Monitor compliance with internal SLAs and proactively resolve delays or bottlenecks in the fulfillment process.

3. Issue Resolution & Escalation Handling

   • Investigate, and resolve customer concerns, complaints, or account discrepancies with empathy and efficiency.

   • Serve as point‑of‑contact for escalated transactions and irate clients, collaborating with other departments to expedite resolution.

   • Analyzes root causes of recurring issues and recommend preventative or corrective actions to reduce escalation rates.

4. Performance Monitoring and Reporting

   • Track team and individual performance based on KPIs such as timeliness of fulfillment, escalation rate, accuracy of reports, and quantity of resolved transactions.

   • Prepare and present regular performance reports and insights to Customer Care leadership and management.

   • Identify performance gaps and implement targeted interventions or process changes to improve service quality and turnaround times.

5. Customer Communication & Experience

   • Maintain professional, timely, and clear communication with customers regarding the status and next steps of their requests.

   • Ensure consistent updates are provided across multiple touchpoints (email, walk‑in, calls) based on customer preference and urgency.

   • Promote a customer‑first mindset by fostering trust, transparency, and empathy in all interactions.

6. Process Improvement & Quality Assurance

   • Conduct periodic audits and evaluations of the fulfillment process to identify inefficiencies or compliance gaps.

   • Collaborate with the Fulfillment Assistant Manager to implement best practices, standardize workflows, and elevate service quality.

   • Leverage customer feedback and internal data to propose process innovations that enhance client satisfaction and reduce handling time.

7. Interdepartmental Collaboration

   • Work closely with departments such as Documentation, Finance, Legal, Sales Admin, and others to ensure cohesive handling of client requests.

   • Actively participate in interdepartmental meetings to align on service standards, resolve process roadblocks, and refine SLAs.

   • Maintain strong relationships with department heads to reinforce accountability and mutual support in customer fulfillment efforts.

JOB QUALIFICATIONS:

• Graduate of Business Management, Mass Communication, or equivalent.

• With at least three (3) years of working experience in customer service/fulfillment & one (1) year of working experience as Customer Care/Service Supervisor.

• Has strong interpersonal relationship skills, clear communication skills, and leadership skills.