Customer Service Manager - IngcoPh Traders Inc.

INGCOPH TRADERS INC; Caloocan; Vor Ort; PHP 480.000 - 600.000; Vollzeit

Zusammenfassung

INGCOP TRADERS INC is seeking a Customer Service Manager to lead the CS unit at the INGCO Service Center. This onsite role requires managing daily workflows, coaching staff, and ensuring timely handling of inquiries and service requests.

You will oversee complex cases, coordinate with technicians and other teams, and drive service-quality improvements while maintaining strong customer relations.

Qualifikationen

• Bachelor's degree in business, management, marketing, communications, or related discipline.
• 2-3 years of supervisory or managerial experience in customer service.
• Experience leading a customer support team and overseeing daily service activities.
• Background in after-sales service, retail, technical support, repair operations, or service-center environments is an advantage.
• Strong ability to manage customer cases, complaints, escalations, and service requests.
• Proficient in Microsoft Office applications, especially Word and Excel.

Aufgaben

• Take charge of the daily activities and workflow of the customer service unit.
• Distribute assignments among team members and monitor the completion of customer service tasks.
• Review and assist with complex customer cases and escalated concerns.
• Ensure inquiries and service requests receive appropriate and timely action.
• Follow up on open cases and coordinate with concerned teams until proper resolution is achieved.
• Work closely with service technicians, warehouse personnel, repair teams, and other internal units.
• Review customer feedback and service trends to identify areas for operational improvement.
• Provide coaching, guidance, and performance feedback to customer service employees.
• Check the accuracy and completeness of customer records, service transactions, and case documentation.
• Prepare regular team, customer concern, and service activity reports.

Kenntnisse

Supervisory experience

Leadership

Customer service focus

Communication skills

Problem solving

Organizational skills

Team coaching

Ausbildung

Bachelor's Degree in Business/Management/Marketing/Communications or related

Tools

Microsoft Word

Microsoft Excel

Jobbeschreibung

POSITION: CUSTOMER SERVICE MANAGER

Work Location: INGCO Service Center
Work Arrangement: Onsite
Work Schedule: Monday to Saturday | 7:30 AM - 4:30 PM

Candidate Profile

• Bachelor's Degree in Business, Management, Marketing, Communications, or a related discipline
• 2-3 years of relevant supervisory or managerial experience in customer service or customer-facing operations
• Previous experience leading a customer support team and overseeing daily service activities
• Background in after-sales service, retail, technical support, repair operations, or service-center environments is an advantage
• Strong ability to manage customer cases, complaints, escalations, and service requests
• Experienced in maintaining service quality, response standards, and customer handling procedures
• Capable of delegating tasks, monitoring team output, and providing coaching to staff
• Strong customer communication and relationship management skills
• Good understanding of service workflow, case monitoring, and issue resolution
• Comfortable preparing and reviewing service reports, customer records, and team performance data
• Proficient in Microsoft Office applications, particularly Word and Excel
• Strong judgment, organization, follow-through, and problem-solving skills
• Able to prioritize work in a high-volume customer service environment
• Professional and composed when handling challenging customer situations
• Customer-focused and service-oriented, with attention to operational efficiency
• Willing to work onsite at the INGCO Service Center
• Available for Monday-Saturday, 7:30 AM-4:30 PM duty

Key Responsibilities

• Take charge of the daily activities and workflow of the customer service unit
• Distribute assignments among team members and monitor the completion of customer service tasks
• Review and assist with complex customer cases and escalated concerns
• Ensure inquiries and service requests receive appropriate and timely action
• Follow up on open cases and coordinate with concerned teams until proper resolution is achieved
• Work closely with service technicians, warehouse personnel, repair teams, and other internal units
• Review customer feedback and service trends to identify areas for operational improvement
• Provide coaching, guidance, and performance feedback to customer service employees
• Check the accuracy and completeness of customer records, service transactions, and case documentation
• Prepare regular team, customer concern, and service activity reports
• Help maintain consistent customer handling procedures and service standards
• Recommend practical improvements to customer workflows and service processes
• Assist management in initiatives designed to improve customer experience and after-sales support
• Monitor recurring concerns and coordinate with relevant departments for corrective action
• Ensure customer service activities follow established company policies and procedures
• Handle other customer service and supervisory assignments as required