Growth & Engagement Manager, Customer Solutions

iQor (branded as iQor CXBPO™); Santa Rosa; Vor Ort; PHP 420.000 - 680.000; Vollzeit

Zusammenfassung

iQor is seeking a customer service supervisor in Laguna, Philippines to ensure an environment that delivers superior support and drives customer satisfaction.

The role directs daily in-house support operations, uses metrics to improve processes, and coaches the team toward retention and revenue growth.

Ideal candidates have 3-5 years in customer support, 1-2 years in supervision, and proficiency in Excel, PowerPoint, and web apps.

Qualifikationen

• 3-5 years of experience in customer support.
• 1-2 years of direct supervision of a team.
• Excellent written, verbal and interpersonal skills.

Aufgaben

• Directs and manages the day-to-day work of the in-house support team including scheduling, progress monitoring, and professional development.
• Uses data and metrics to drive process evaluation and improvement to increase team efficiency.
• Builds and executes customer engagement plans for target growth segments.
• Coaches team and creates an environment to deliver superior customer service.
• Identifies upsell opportunities and works to convert customers to new tools and higher revenue packages.
• Collaborates closely with the marketing team to institute effective and creative customer engagement and marketing opportunities.
• Trains, mentors and grows team to create a culture of retention and revenue growth.
• Fosters an environment that reflects our Client's environment and expectations.
• Performs other duties as assigned.

Kenntnisse

Customer service

Team leadership

Communication skills

Ausbildung

Bachelor's degree in Business or related field

Tools

Microsoft Excel

Microsoft PowerPoint

Web-based applications

Jobbeschreibung

iQor is seeking a customer service supervisor in Laguna, Philippines to ensure an environment that delivers superior support and drives customer satisfaction.

The role directs daily in-house support operations, uses metrics to improve processes, and coaches the team toward retention and revenue growth.

Ideal candidates have 3-5 years in customer support, 1-2 years in supervision, and proficiency in Excel, PowerPoint, and web apps.