Customer Service Supervisor

Shoemaker's Shop, Inc.; Marikina; On-site; PHP 391,000 - 781,000; Full time

Job summary

Shoemaker's Shop, Inc. in Metro Manila is seeking a Customer Service Supervisor to oversee operations across our e-commerce and digital channels. You will supervise inquiries, complaints, and product-related concerns, and ensure timely resolution.

You will monitor feedback, prepare reports, and coordinate with internal departments to improve customer experience. Strong communication, problem-solving, and CRM proficiency are essential to maintain service standards in a fast-paced environment.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• Experience in customer service or supervisory roles.
• Proficiency with CRM systems and digital channels.

Responsibilities

• Oversees customer service operations across e-commerce and digital channels.
• Supervises customer inquiries, complaints, and product-related concerns.
• Handles escalated cases and coordinates with departments for resolution.
• Monitors customer feedback and recurring issues for action.
• Ensures proper follow-up and documentation of customer concerns.
• Prepares customer service reports and monitors team performance.
• Recommends improvements to customer service processes and customer experience.
• Ensures proper use and maintenance of CRM records.

Skills

Team supervision

Customer service management

Communication skills

Problem-solving

Interpersonal skills

Multitasking

Education

Bachelor's degree in Business Administration/Marketing/Communications

Tools

CRM software

Job description

Job Description:

• Oversees customer service operations across e-commerce and digital channels.

• Supervises customer inquiries, complaints, and product-related concerns.

• Handles escalated cases and coordinates with concerned departments for resolution.

• Monitors customer feedback and recurring issues for appropriate action.

• Ensures proper follow-up and documentation of customer concerns.

• Prepares customer service reports and monitors team performance.

• Recommends improvements to customer service processes and customer experience.

• Ensures proper use and maintenance of CRM records.

Job Qualifications:

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.

• TESDA NC II in Customer Services or Contact Center Services is an advantage.

• Relevant experience in customer service, customer support, contact center operations, or a supervisory role.

• Experience handling customer concerns across e-commerce and digital platforms is preferred.

• Working knowledge of CRM systems and customer service management tools.

• Knowledge of e-commerce platforms such as Lazada, Shopee, TikTok, and other digital channels.

• Strong communication and interpersonal skills.

• Good judgment and problem-solving skills, particularly in handling escalated or sensitive customer concerns.

• Ability to monitor team performance and ensure adherence to established procedures and service standards.

• Ability to work independently and manage multiple customer service concerns and priorities.

• Ability to coordinate effectively with internal departments regarding customer and product-related concerns.

• Patience, professionalism, and sound judgment when handling difficult or complex customer situations.