Customer Service Representative Manager

Crackerjack Corporation; Mabalacat; On-site; PHP 391,000 - 580,000; Full time

Job summary

Crackerjack Corporation in the Philippines is seeking a results-driven Non-Voice Customer Service Team Lead to manage the Email, Chat, and Social Media support teams from our Clark Freeport Zone office. You will drive KPI achievement, coach supervisors, and coordinate with clients to ensure service levels meet contractual requirements.

The role emphasizes process improvements, on-site collaboration with HR and management, and reporting on daily, weekly, and monthly performance to optimize

Qualifications

• Bachelor's degree preferred.
• 3–5 years in Non-Voice Customer Service with supervisory/management experience.
• Strong experience in managing email and chat-based customer service teams.
• Excellent written and verbal communication skills.
• Strong leadership, problem-solving, coaching, and decision-making skills.
• Experience with customer service KPIs, productivity monitoring, and quality assurance.
• Strong client coordination and reporting skills.
• Proficient in Microsoft Office and customer service/support tools.
• Willing to work on-site in Clark Freeport Zone, Pampanga.

Responsibilities

• Lead and manage the Non-Voice Customer Service Team and Supervisors.
• Oversee daily email, chat, and social media customer support operations.
• Monitor productivity, quality, response time, customer satisfaction, and other KPIs.
• Coach and develop team members to meet client and company standards.
• Handle escalated customer concerns and complex cases.
• Coordinate directly with clients regarding operational and customer service concerns.
• Review team performance and prepare daily, weekly, and monthly reports.
• Ensure proper implementation of company policies, client requirements, and service procedures.
• Identify process improvements to improve efficiency, response quality, and customer experience.
• Coordinate with HR and Management regarding employee performance, attendance, and other operational concerns.

Skills

Non-Voice Customer Service

Email & Chat Support

Supervisory Experience

Leadership

Coaching

Decision-Making

Client Coordination

Reporting

Microsoft Office

CRM Tools

Education

Bachelor's degree in Business, Management, Communications, or related field

Tools

Microsoft Office

CRM tools

Job description

Key Responsibilities

• Lead and manage the Non-Voice Customer Service Team and Supervisors.

• Oversee daily email, chat, and social media customer support operations.

• Monitor productivity, quality, response time, customer satisfaction, and other KPIs.

• Coach and develop team members to meet client and company standards.

• Handle escalated customer concerns and complex cases.

• Coordinate directly with clients regarding operational and customer service concerns.

• Review team performance and prepare daily, weekly, and monthly reports.

• Ensure proper implementation of company policies, client requirements, and service procedures.

• Identify process improvements to improve efficiency, response quality, and customer experience.

• Coordinate with HR and Management regarding employee performance, attendance, and other operational concerns.

Qualifications

• Bachelor's degree in Business, Management, Communications, or related field is preferred.

• 3–5 years of experience in Non-Voice Customer Service, Email Support, Chat Support, or Social Media Customer Service, with supervisory/management experience.

• Strong experience in managing email and chat-based customer service teams.

• Excellent written and verbal communication skills.

• Strong leadership, problem-solving, coaching, and decision-making skills.

• Experience with customer service KPIs, productivity monitoring, and quality assurance.

• Strong client coordination and reporting skills.

• Proficient in Microsoft Office and customer service/support tools.

• Willing to work on-site in Clark Freeport Zone, Pampanga.