Hybrid Client Support Manager

Mri Software; Manila; Hybrid; PHP 900,000 - 1,700,000; Full time

Benefits offered by this job

Career growth opportunities

Hybrid Working Arrangement

HMO coverage with free dependent

Free gym access

20 annual leaves

Plus, additional benefits

Job summary

MRI Software, a leading provider of real estate software, seeks a Manager, Client Support to lead a team of Software Support Analysts in Ortigas. You will drive performance against benchmarks, handle escalations with clients and other departments, and coach staff to improve service quality and response times.

In this hybrid role (2 days WFH), you will implement tactical plans, conduct monthly quality audits, oversee performance reviews, and partner with training to develop analysts.

Qualifications

• Previous supervisory or managerial experience
• Customer service experience preferred
• Inbound support center experience preferred

Responsibilities

• Manage the performance of the team against established Client Support benchmarks and metrics
• Participate in the escalation process with clients and other MRI departments to resolve cases
• Conduct regular team and one-on-one meetings to address analyst issues and provide direction
• Develop and implement tactical plans for achieving strategic initiatives
• Perform monthly case quality audits of direct reports
• Evaluate and provide mid-year and end-year performance reviews for direct reports

Skills

Leadership

Coaching

Communication

Time management

Problem solving

Teamwork

Job description

MRI Software, a leading provider of real estate software, seeks a Manager, Client Support to lead a team of Software Support Analysts in Ortigas. You will drive performance against benchmarks, handle escalations with clients and other departments, and coach staff to improve service quality and response times.

In this hybrid role (2 days WFH), you will implement tactical plans, conduct monthly quality audits, oversee performance reviews, and partner with training to develop analysts.