Customer Service Manager

One Point Contact Inc.; Pasig; On-site; PHP 446,400 - 669,600; Full time

Job summary

A prominent customer service firm in Metro Manila seeks a Customer Service Manager to oversee their team, develop policies, and improve client engagement. The ideal candidate will have a Bachelor's degree and 3-5 years of experience in customer service or account management. Strong English proficiency and excellent people skills are essential. This role is based in a fast-paced call center environment.

Qualifications

• 3-5 years in customer service or account management experience.
• Fast-paced call center environment with potential back office support responsibilities.
• Strong work ethic, discretion, ability to manage diverse situations.

Responsibilities

• Oversee the customer service team to ensure high-quality support.
• Develop and implement customer service policies and procedures.
• Monitor customer interactions and feedback for continuous improvement.
• Train and mentor staff to enhance skills and productivity.
• Manage escalated customer issues and resolve complaints effectively.
• Analyze performance metrics to drive service enhancements.

Skills

Proficiency in English

Strong people skills

Technical aptitude

Effective interpersonal abilities

Education

Bachelor’s degree in Business Administration or related field

Job description

Responsibilities

• Oversee the customer service team to ensure high-quality support.
• Develop and implement customer service policies and procedures.
• Monitor customer interactions and feedback for continuous improvement.
• Train and mentor staff to enhance skills and productivity.
• Manage escalated customer issues and resolve complaints effectively.
• Analyze performance metrics to drive service enhancements.

Qualifications

• Educational Qualifications: Bachelor’s degree in Business Administration or related field.
• Experience Level: 3-5 years in customer service or account management.
• Skills and Competencies: Proficiency in English, strong people skills, technical aptitude, and effective interpersonal abilities.
• Working Conditions: Fast-paced call center environment with potential back office support responsibilities.
• Qualities and Traits: Strong work ethic, discretion, and ability to manage diverse situations.