Supervisor - Customer Experience (Help Desk)

MAESTRO HOLDINGS; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

MAESTRO HOLDINGS is seeking a Senior Supervisor – Customer Experience (Help Desk) to lead our Help Desk operations and Branch Service Assistants in Makati, ensuring seamless, high‑quality support across all channels.

You will supervise daily Help Desk activities, coach BSAs, ensure proper ticket logging, classification, and timely resolution, and coordinate with branches and internal service units to drive service improvements.

Qualifications

• Experience leading Help Desk teams and service delivery.
• Strong ticketing and data accuracy practices.
• Ability to coach BSAs and ensure process adherence.

Responsibilities

• Oversee daily Help Desk operations and ticket logging.
• Supervise Branch Service Assistants and coaching.
• Review tickets for accuracy and turnaround times.
• Coordinate with branches and internal units.
• Support CX initiatives and reporting.
• Ensure compliance with policies and data privacy.
• Perform other CX duties as assigned.

Job description

Supervisor – Customer Experience (Help Desk)

Are you a customer‑centric leader who excels at operational excellence, team coaching, and elevating service standards? We are looking for a Senior Supervisor – Customer Experience (Help Desk) to lead our Help Desk operations and Branch Service Assistants (BSAs) to ensure seamless, high‑quality support across all channels.

Key Responsibilities

1. Help Desk and Ticket Management Oversight

• Supervises the daily operations of the Help Desk, ensuring that all customer inquiries and concerns are properly logged, assigned, monitored, and resolved using the approved ConneX ticketing system.

• Reviews and monitors Help Desk tickets for accuracy of details, proper issue classification, completeness of documentation, and compliance with prescribed turnaround times (TAT).

• Ensures timely follow‑up and coordination with concerned departments for open, pending, and escalated customer concerns.

• Monitors Help Desk performance and identifies opportunities to improve service delivery and ticket resolution efficiency.

2. Supervision of Branch Service Assistants (BSAs)

• Serves as the immediate supervisor of Branch Service Assistants (BSAs) under the Customer Experience Department.

• Provides guidance, coaching, and operational support to BSAs in handling customer inquiries, policy servicing requests, and branch‑level customer concerns.

• Ensures that BSAs properly create, encode, and update Help Desk tickets in the ConneX system in accordance with approved processes and service standards.

• Guides BSAs on accurate ticket logging, including proper issue categorization, completeness of customer information, documentation of actions taken, and adherence to escalation protocols.

• Reviews and monitors tickets created by BSAs to ensure compliance with turnaround times (TAT), data integrity, and documentation requirements prior to resolution or escalation.

• Assists in the onboarding and training of newly hired BSAs on Help Desk procedures, ticket management standards, and customer service practices.

3. Ticket Review, Reporting, and Management Updates

• Prepares and submits regular ticket review reports, accomplishment reports, and Help Desk performance summaries to the Department Head.

• Consolidates Help Desk and BSA‑generated ticket data, including volume, aging, resolution status, customer feedback, and recurring concerns for monitoring and service improvement initiatives.

• Ensures the accuracy, completeness, and timeliness of operational reports prior to submission.

• Provides recommendations based on ticket analysis and customer feedback to support process improvement initiatives.

4. Coordination with Branches and Internal Service Units

• Serves as a key coordination point among the Help Desk, BSAs, branches, and internal service units to facilitate timely resolution of customer concerns.

• Develops, updates, and disseminates Help Desk advisories, contact information, process guidelines, and operational templates to BSAs and branches.

• Provides operational clarifications and process guidance to BSAs and branch personnel regarding Help Desk procedures and escalation protocols.

• Escalates unresolved concerns and service issues to the Department Head for appropriate action.

5. Customer Experience Support and Process Implementation

• Supports the implementation of Customer Experience initiatives, service quality programs, Help Desk enhancements, and customer concern management procedures.

• Participates in the development, review, and implementation of customer surveys, monitoring tools, service dashboards, and customer feedback mechanisms.

• Identifies recurring customer service and operational issues and coordinates with concerned units to recommend corrective and preventive actions.

• Assists in monitoring customer satisfaction trends and service performance metrics.

6. Administrative and Compliance Support

• Assists in the preparation, consolidation, and timely submission of Customer Experience operational, management, and regulatory reports as assigned.

• Ensures that Help Desk and BSA activities comply with company policies, data privacy requirements, confidentiality standards, internal controls, and audit requirements.

• Maintains organized records of Help Desk communications, reports, templates, reference materials, and supporting documentation.

• Supports audit reviews and compliance activities related to customer concern management and Help Desk operations.

7. Other Functions

• Performs other Customer Experience‑related duties and special assignments as may be directed by the Department Head or Management in support of departmental and company objectives.

Why Join Us?

• Be a core driver of customer satisfaction and service efficiency across the organization.

• Direct opportunity to mentor, train, and develop high‑performing frontline teams.

• Collaborative environment focused on continuous process improvement and operational excellence.