Customer Service Manager

Countrywide Water Services, Inc.; Manila; On-site; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Restaurant access

Employee discounts

Job summary

Countrywide Water Services Inc. (CWSI) is seeking a Customer Service Manager to lead all customer service operations, ensuring timely resolution of concerns under SLAs and driving customer satisfaction across channels.

You will oversee ticket management, helpdesk coordination, customer communications, social media, and website content to maintain accurate and professional engagement. The role emphasizes leadership, process improvement, and cross‑department collaboration to elevate service

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, Public Administration, or Management.
• Experience in customer service leadership is advantageous.
• Strong communication and stakeholder management skills.

Responsibilities

• Lead customer service operations and manage SLAs to resolve requests and complaints.
• Develop and implement customer service standards and process improvements.
• Oversee corporate communications, website content, and social media engagement.
• Lead, coach, and evaluate the customer service team with cross‑department collaboration.

Skills

Leadership

Communication

Customer relationship management

Process improvement

Data analysis

Social media management

Stakeholder coordination

CRM & Helpdesk

Education

Bachelor's degree in Business Administration / Marketing / Communications / Public Administration / Management

Tools

Microsoft Office

Job description

Company: Countrywide Water Services Inc. (CWSI)

Position Title: Customer Service Manager

Job Summary

The Customer Service Manager is responsible for leading and managing all customer service operations of Countrywide Water Services Inc. (CWSI). The position ensures the timely resolution of customer concerns in accordance with established Service Level Agreements (SLAs), achievement of customer satisfaction targets, continuous improvement of customer service processes, and effective management of all customer-facing communications. The Customer Service Manager shall oversee customer ticket management, helpdesk coordination, customer correspondence, social media platforms, and company website content to ensure consistent, accurate, and professional customer engagement across all channels.

Duties and Responsibilities

• 1. Customer Service Operations & SLAManagement
  Lead the overall customer service operationsby ensuring customer tickets, requests, and complaints are resolved withinestablished Service Level Agreements (SLAs); monitor performance metrics,coordinate with the Helpdesk and concerned departments for timely resolution,manage escalations, and drive customer satisfaction through effective servicedelivery.
• 2. Customer Experience & Process Improvement
  Develop and implement customer servicestandards, policies, and process improvements to enhance operational efficiencyand customer experience; analyze customer feedback and service trends,establish corrective actions, and lead continuous improvement initiatives to improve CSAT and service quality
• Corporate Communications & DigitalChannels
  Review and approve all customer-facingcommunications including announcements, advisories, notices, and correspondenceto ensure accuracy and consistency; spearhead the development, maintenance, and continuous improvement of the company's website and official social mediaplatforms to enhance customer engagement and public information dissemination.
• 4. Leadership, Performance Management &Stakeholder Coordination
  Lead, coach, and evaluate the Customer Serviceteam; establish performance targets and KPIs, conduct regular coachingsessions, prepare management reports, and collaborate with Operations, Billing,Collection, IT, and other departments to achieve organizational customerservice objectives.

OTHERFUNCTIONS

Perform other assignedfunctions as needed.

Technical Competencies and Skills

• Strong leadership and people management skills.
• Excellent written and verbal communication skills.
• Customer relationship management.
• Process improvement and project management.
• Data analysis and reporting.
• Social media management and digital communications.
• Stakeholder coordination and problem-solving.
• Proficiency in CRM, Helpdesk, Microsoft Office

Education, Trainings and Licenses Required

Bachelor's Degree in Business Administration, Marketing, Communications, Public Administration, Management

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