Onsite Customer Service Manager - Lead & Elevate Support

INGCOPH TRADERS INC; Caloocan; On-site; PHP 480,000 - 600,000; Full time

Job summary

INGCOP TRADERS INC is seeking a Customer Service Manager to lead the CS unit at the INGCO Service Center. This onsite role requires managing daily workflows, coaching staff, and ensuring timely handling of inquiries and service requests.

You will oversee complex cases, coordinate with technicians and other teams, and drive service-quality improvements while maintaining strong customer relations.

Qualifications

• Bachelor's degree in business, management, marketing, communications, or related discipline.
• 2-3 years of supervisory or managerial experience in customer service.
• Experience leading a customer support team and overseeing daily service activities.
• Background in after-sales service, retail, technical support, repair operations, or service-center environments is an advantage.
• Strong ability to manage customer cases, complaints, escalations, and service requests.
• Proficient in Microsoft Office applications, especially Word and Excel.

Responsibilities

• Take charge of the daily activities and workflow of the customer service unit.
• Distribute assignments among team members and monitor the completion of customer service tasks.
• Review and assist with complex customer cases and escalated concerns.
• Ensure inquiries and service requests receive appropriate and timely action.
• Follow up on open cases and coordinate with concerned teams until proper resolution is achieved.
• Work closely with service technicians, warehouse personnel, repair teams, and other internal units.
• Review customer feedback and service trends to identify areas for operational improvement.
• Provide coaching, guidance, and performance feedback to customer service employees.
• Check the accuracy and completeness of customer records, service transactions, and case documentation.
• Prepare regular team, customer concern, and service activity reports.

Skills

Supervisory experience

Leadership

Customer service focus

Communication skills

Problem solving

Organizational skills

Team coaching

Education

Bachelor's Degree in Business/Management/Marketing/Communications or related

Tools

Microsoft Word

Microsoft Excel

Job description

INGCOP TRADERS INC is seeking a Customer Service Manager to lead the CS unit at the INGCO Service Center. This onsite role requires managing daily workflows, coaching staff, and ensuring timely handling of inquiries and service requests.

You will oversee complex cases, coordinate with technicians and other teams, and drive service-quality improvements while maintaining strong customer relations.