Customer Service Supervisor

STARLIGHT Business Consulting Services, Inc.; Metro Manila; On-site; PHP 450,000 - 750,000; Full time

Job summary

STARLIGHT Business Consulting Services, Inc. in Metro Manila seeks an experienced Customer Service Supervisor to lead and develop the customer service team. You will drive KPI achievement, oversee daily operations, and coach team members to deliver exceptional service.

You will collaborate with global teams to optimize the customer experience and report performance metrics to management. Strong English communication and proven team leadership are essential.

Qualifications

• Experience in call center, BPO, or online service team management.
• Fluent in spoken and written English.
• Technical Product Support Experience Preferred.
• Strong interpersonal and communication skills.
• Proven ability to lead, motivate, and manage a team.
• Excellent problem-solving and decision-making skills.

Responsibilities

• Lead the customer service team to achieve KPIs (response time, resolution rate, customer satisfaction, etc.).
• Oversee daily operations, scheduling, and performance reviews.
• Provide guidance and training to team members.
• Communicate with global teams to optimize customer experience.
• Track and analyze performance metrics and prepare regular reports for management.
• Collaborate with other departments to address customer needs and process improvements.

Skills

Leadership

Communication

Problem solving

Training

Scheduling

Performance reviews

KPI management

English fluency

Call center experience

Team management

Job description

We are seeking an experienced and motivatedCustomer Service Supervisorto lead our customer service team. The ideal candidate will oversee daily operations, ensure customer satisfaction, and provide guidance and training to team members. This role requires strong leadership, communication, and problem-solving skills.

Lead the customer service team to achieve KPIs (response time, resolution rate, customer satisfaction, etc.).

Manage scheduling, performance reviews, and daily operations.

Communicate with global teams to optimize customer experience.

Track and analyze performance metrics, preparing regular reports for management.

Provide ongoing training to team members to maintain high standards of service.

Collaborate with other departments to address customer needs and process improvements.

Experience in call center, BPO, or online service team management.

Fluent in spoken and written English.

Technical Product Support Experience Preferred.

Strong interpersonal and communication skills (both written and verbal).

Proven ability to lead, motivate, and manage a team effectively.

Excellent problem-solving and decision-making skills.