Customer Service Manager

Best Tools Group Careers; Caloocan; On-site; PHP 390,600 - 558,000; Full time

Job summary

A customer support management company in Caloocan City is seeking a skilled professional to oversee customer service operations. The role requires solid experience in BPO, excellent leadership skills to mentor and train staff, and the capability to handle complex customer issues. Successful candidates should have a strong educational background in Business Administration or a related field, alongside proficiency in MS Office and customer service systems. This position is required to report onsite, ensuring high service standards and adherence to policies.

Qualifications

• Solid experience in the BPO sector, preferably in a supervisory role.
• Strong exposure to customer support operations.
• Capable of coaching and leading staff in a dynamic environment.

Responsibilities

• Manage overall customer support operations.
• Lead and mentor customer service staff.
• Track team productivity and ensure KPIs are achieved.

Skills

Leadership skills

Communication skills

Interpersonal skills

Analytical skills

Problem-solving skills

Education

Graduate of Business Administration or related field

Tools

MS Office applications

Customer service systems

Job description

Qualifications

• Graduate of Business Administration, Communications, Management, or any related discipline
• With solid experience in the BPO sector, preferably handling a supervisory or leadership role
• Strong exposure to customer support operations and team supervision
• Excellent leadership, communication, and interpersonal abilities
• Experience in managing customer complaints and service enhancement initiatives
• Familiar with KPI monitoring, performance tracking, and operational reporting
• Capable of coaching and leading customer support staff
• Good analytical, problem-solving, and decision-making skills
• Proficient in MS Office applications and customer service systems
• Highly organized and able to work effectively in a dynamic environment
• Willing to report onsite in Caloocan City

Responsibilities

• Manage overall customer support operations and daily team activities
• Lead and mentor customer service staff to maintain high-quality service standards
• Address and resolve complex customer concerns and escalations
• Track team productivity and ensure service targets and KPIs are achieved
• Conduct training sessions, coaching, and performance reviews
• Implement improvements to enhance customer experience and service processes
• Generate reports related to customer feedback and team performance
• Coordinate with internal departments to resolve customer-related matters
• Ensure adherence to company policies and customer service guidelines