Customer Care Supervisor

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

PRIMARY FUNCTION

• Supervises and manages the daily operations of the Customer Care team to ensure timely, efficient, and high-quality customer service.

• Oversees the handling of customer inquiries, complaints, service requests, warranty concerns, and after-sales support.

• Ensures that customer concerns are properly coordinated with the concerned internal departments and resolved within established service standards.

• Monitors team performance, customer feedback, and service metrics to identify areas for improvement.

• Supports the implementation of customer service policies, procedures, and initiatives to improve customer satisfaction.

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.

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.

KNOWLEDGE

• Knowledge of customer service principles and complaint-handling procedures.

• Familiarity with customer service KPIs, performance monitoring, and reporting.

• Knowledge of after-sales service and warranty processes.

• Familiarity with CRM systems and customer data management.

• Basic understanding of company policies, service standards, and compliance requirements.