Customer Service Manager

Tradex Network Inc.; Pasay; On-site; PHP 500,000 - 800,000; Full time

Job summary

Tradex Network Inc. is seeking a Customer Service Operations Manager to oversee daily CS team activities in Pasay, Philippines. You will drive staffing, capacity planning, and process improvements to ensure excellent service delivery.

You will collaborate across functions, design training programs, define KPIs, and leverage CRM platforms to analyze performance and customer engagement. A strong focus on customer-centric culture and continuous improvement is essential.

Qualifications

• Proven experience leading a customer service team.
• Strong cross-functional collaboration skills.
• Demonstrated ability to improve service quality and metrics.

Responsibilities

• Oversee the day-to-day operations of the Program’s Customer Service team.
• Ensure staffing requirements are met through effective recruitment.
• Manage capacity planning and scheduling to ensure optimal resource allocation.
• Handle executive escalations and provide timely resolution for concerns.
• Develop and implement process workflows and policies.
• Collaborate with cross-functional teams to resolve systemic issues.
• Design and execute training initiatives to upskill CS knowledge.
• Define KPIs and develop scorecards to measure performance.
• Leverage CRM tools for case management and analytics.
• Conduct skip-level discussions for continuous improvement.
• Champion a promote-from-within culture for employee development.
• Lead business reviews, providing insights and improvement plans.
• Monitor and report on customer satisfaction metrics.
• Identify opportunities for automation and technology adoption.
• Foster a customer-first culture in all interactions.

Skills

Leadership

Workforce planning

CRM analytics

Process design

Training

Stakeholder management

Data analysis

KPI management

Tools

Zendesk

Zoho

Redmine

Job description

Responsibilities

• Oversee the day-to-day operations of the Program’s Customer Service team.
• Ensure staffing requirements are met through effective recruitment, workforce planning, and retention strategies.
• Manage capacity planning and scheduling to ensure optimal resource allocation and service coverage.
• Handle executive escalations and provide timely resolution for critical customer and stakeholder concerns.
• Develop and implement process workflows, SOPs, and policies to streamline operations and improve service quality.
• Collaborate with cross-functional teams (Operations, IT, Compliance, Logistics, etc.) to resolve systemic issues and improve customer experience.
• Design and execute training initiatives to refresh and upskill CS knowledge, product understanding, and soft skills.
• Define KPIs and develop balanced scorecards to measure individual, team, and departmental performance.
• Leverage CRM tools (e.g., Redmine, Zoho, Zendesk) for case management, analytics, and customer engagement.
• Conduct skip-level discussions to identify challenges, recognize achievements, and gather feedback for continuous improvement.
• Champion a promote-from-within culture, focusing on employee growth, engagement, and career development.
• Lead and participate in weekly, monthly, and quarterly business reviews, providing insights, performance analysis, and improvement plans.
• Monitor and report on customer satisfaction metrics, NPS/CSAT trends, and feedback to drive actionable improvements.
• Identify opportunities for automation and technology adoption to improve efficiency and reduce manual workload.
• Foster a customer-first culture, ensuring all interactions reflect professionalism, empathy, and service excellence.