Support Manager (SaaS - Property Technology)

TravelCenters of America; Manila; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Career growth opportunities

Competitive Salary Package

Hybrid Working Arrangement (2 days WFH)

HMO coverage with free dependent

24/7 access to office gyms

20 annual leaves, including cash convertible credits

Job summary

Mri Software, a leader in software solutions for the Global Real Estate industry, is looking for a Manager, Client Support in Manila. The role involves managing team performance, conducting meetings and evaluations, and implementing training plans.

Candidates must have previous management experience and solid communication skills. The position offers career growth, a competitive salary, and a hybrid working arrangement.

Qualifications

• Previous supervisory or management experience required.
• Customer service experience preferred.
• Inbound support center experience preferred.

Responsibilities

• Manage team performance against Client Support benchmarks.
• Participate in client escalation processes for resolving cases.
• Conduct team meetings and performance reviews.
• Develop tactical plans for strategic initiatives.
• Evaluate and audit case quality of direct reports.

Skills

Excellent interpersonal communication skills

Strong time management skills

Proven team leadership

Analytical and problem-solving skills

Job description

MRI Software is a leading provider of innovative software solutions for the Global Real Estate industry. We are currently seeking a Manager, Client Support to join our team!

Essential Functions

• Manage the performance of team against all established Client Support benchmarks and metrics
• Participate in the escalation process including working with clients and other MRI departments to resolve client cases
• Conduct regularly scheduled team and one-on-one meetings with your direct reports to address analyst issues, provide updates regarding performance, and give direction regarding company and department policies and procedures
• Develop and implement tactical plans for achieving strategic initiatives
• Perform monthly case quality audits of direct reports
• Evaluate and provide mid-year and end of year performance reviews for direct reports
• Assist in implementing training plans for direct reports and identify areas for analyst development
• Performs other duties and responsibilities as assigned

Knowledge, Skills, Abilities

• Excellent interpersonal and professional communication skills, both verbal and written
• Strong time management and organizational skills
• Proven ability to lead a team to achieve operational goals
• Excellent analytical, problem solving, leadership, and coaching skills
• Ability to work as a member of a team and cross-functionally

Training & Experience

• Previous supervisory or management experience required
• Customer service experience preferred
• Inbound support center experience preferred

Benefits

• Career growth opportunities in a diverse and supportive work environment
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants and banks)
• Hybrid Working Arrangement (2 days WFH)
• HMO coverage with free dependent upon hire
• Free 24/7 access to our office gyms (Ortigas and Makati)
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Plus, additional benefits

Equal Employment Opportunity

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.