Customer Experience & Service Delivery Manager

Pasajero Motors Corp.; Philippines; On-site; PHP 500,000 - 800,000; Full time

Benefits offered by this job

Company Christmas gift

Company events

Free parking

On-site parking

Opportunities for promotion

Paid training

Promotion to permanent employee

Job summary

Pasajero Motors Corp. is seeking a Service Manager to oversee daily operations in the service department and drive exceptional customer satisfaction, efficiency, and team performance.

The role involves managing staff, maintaining service standards, monitoring KPIs, and ensuring prompt resolution of customer issues. A strong focus on process improvement and safety compliance is required.

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field (or equivalent experience).
• Proven experience (2–5 years) in a service management or supervisory role.
• Strong leadership and team management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proficiency in service management software.
• Customer-focused mindset with a commitment to quality service.
• Ability to work under pressure and manage multiple priorities.

Responsibilities

• Lead and manage the service team to deliver outstanding customer support and service quality.
• Develop and implement service processes, policies, and standards to enhance efficiency and customer experience.
• Monitor team performance using KPIs such as response time, customer satisfaction, and service delivery metrics.
• Handle complex customer inquiries or complaints, ensuring timely and professional resolution.
• Collaborate with other departments to ensure seamless service delivery.
• Manage service schedules, workloads, and resource allocation to meet business demands.
• Conduct regular performance reviews, training, and coaching sessions for service staff.
• Maintain accurate service records, reports, and documentation.
• Identify opportunities for process improvement and implement best practices.
• Ensure compliance with company policies, industry standards, and health & safety regulations.

Skills

Leadership

Team management

Customer focus

Communication

Problem solving

Service management software

Education

Bachelor's degree in Business Administration/Management

Tools

Service management software

Job description

Pasajero Motors Corp. is seeking a Service Manager to oversee daily operations in the service department and drive exceptional customer satisfaction, efficiency, and team performance.

The role involves managing staff, maintaining service standards, monitoring KPIs, and ensuring prompt resolution of customer issues. A strong focus on process improvement and safety compliance is required.