Customer Service Manager - Pasig, National Capital Region
8 oras ang nakalipas
Paglalarawan ng trabaho
We are looking for an experienced and dynamic
Customer Service Manager
to oversee the day-to-day operations of our customer service team. The CSM will be responsible for ensuring high levels of customer satisfaction, resolving issues efficiently, and driving a customer-first culture within the team. This individual will manage customer service representatives, develop team performance strategies, and improve service delivery processes.
Key Responsibilities:
- Lead, mentor, and manage a team of customer service associates, ensuring high performance, engagement, and job satisfaction.
- Oversee customer support operations, ensuring all customer inquiries, complaints, and issues are handled promptly and effectively.
- Identify areas of improvement in the customer service process and implement strategies for increasing efficiency and satisfaction.
- Develop initiatives to improve the overall customer experience, aligning services with customer expectations and industry best practices.
- Act as an escalation point for complex or unresolved customer issues, ensuring they are addressed and resolved effectively.
- Track key performance indicators (KPIs) such as response times, resolution times, customer satisfaction (CSAT), and customer retention. Implement corrective actions as needed to improve performance.
- Provide ongoing training and professional development opportunities for customer service team members, including inclusive communication and empathy training.
- Generate regular reports on customer service metrics, customer feedback, and team performance. Present insights and recommendations to senior management. Maintain documentation and reporting systems that support audit readiness and regulatory transparency.
- Work closely with other departments (sales, marketing, product development, etc.) to ensure alignment and resolve customer concerns effectively.
- Develop, implement, and review customer service policies and procedures, ensuring consistency and quality in customer service.
- With close coordination with Legal and Compliance teams, ensure that the company's customer complaint handling processes are compliant with relevant regulatory requirements, including but not limited to the Financial Products and Services Consumer Protection Act (FCPA) and other consumer protection laws.
- Monitor and regularly review complaint resolution procedures to align with evolving legal and regulatory standards.
- Lead training initiatives for frontline staff on compliant complaint handling practices.
- Perform other tasks assigned by the management/President.
Required Skills and Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field (preferred).
- Proven experience (3+ years) in customer service or customer care management, preferably in a leadership role.
- Strong leadership skills with a focus on team building, motivation, and performance management.
- Exceptional communication and interpersonal skills.
- Excellent problem-solving skills and the ability to handle escalated customer issues with empathy and professionalism.
- Strong organizational and time-management skills.
- Experience with CRM tools and customer service management software.
- Ability to analyze customer service data and create actionable reports and insights.
Preferred Skills:
- Experience with customer service frameworks (e.g., Service Level Agreements, CSAT, NPS, FCR) and applicable regulatory frameworks (e.g. MC 18 of 2019, FCPA).
- Proficiency in data analysis and reporting tools (Excel, Google Analytics, etc.).
- Knowledge of call center operations or multi-channel support systems (email, live chat, social media).
- Project management experience is a plus.
Mga katulad na trabaho
The Service Manager oversees end-to-end service operations to drive operational excellence enhance customer satisfaction and support sustainable revenue growth. · ...
3 linggo ang nakalipas
The Service Manager leads the service business unit driving strategic growth through development and implementation of comprehensive service revenue model including service contracts preventive maintenance agreements PMA and ad hoc offerings. · ...
1 buwan ang nakalipas
The IT service management manager oversees the implementation and management of ITIL-based processes such as Incident Management Problem Management Change Management Service Request Management and Service Continuity. · ...
2 araw ang nakalipas
The Service Manager is responsible for supervising and overseeing daily operations of a branch. · The Manager ensures adherence to policies, · supports marketing efforts by cross-selling products, · and reports directly to Branch Head.A Bachelor's Degree Holder · 3-4 years of exp ...
2 linggo ang nakalipas
As a Service Manager at Sany Philippines INC., you will oversee efficient service delivery to valued customers. · Manage daily operations to ensure timely customer serviceAnalyse service data for improvement opportunities,valid_job ...
4 linggo ang nakalipas
+ An exciting opportunity has arisen for a service manager within Foxgrove NSAIS based at Ayrshire Central Hospital. · + This role leads and supports the interface between nursing, allied health, security, psychological therapies, medical and other staff disciplines to support fu ...
2 linggo ang nakalipas
We are looking for experienced professionals to join us as Service Managers on different branches/stores in Metro South. As a Service Manager, you will run store operations, ensure great customer service, follow company rules, · and help stores meet their profit goals.Career deve ...
3 linggo ang nakalipas
We are hiring for a Service Manager - Finance. · As a Service Manager - Finance, we rely on you to organize, coordinate and supervise the accounting operation of the hotel through the implementation of accounting internal controls, · provide managerial skills, leadership, directi ...
3 araw ang nakalipas
We are looking for experienced professionals to join us across Metro Manila for the role of Service Manager. · ...
3 linggo ang nakalipas
The Procurement Manager leads strategic sourcing and manages the full procurement cycle to ensure partnerships with reliable suppliers. · Strategic Sourcing & Supply Continuity: Analyze market trends and supply dynamics to shape sourcing strategies. · Supplier & Partner Managemen ...
1 araw ang nakalipas
This is not a traditional customer service role. As · Manager – Service Excellence · , you will lead multiple frontline service teams responsible for shaping the end‑to‑end patient and guest experience across the organization. · A leadership role with direct impact on patient sa ...
2 linggo ang nakalipas
We are looking for a highly motivated individual to lead our Client Services team. If you thrive in a fast-paced environment, excel at problem-solving and possess excellent communication skills. · Cultivate positive and productive relationships with clients through frequent calls ...
2 linggo ang nakalipas
This role involves ensuring transition processes comply with ITIL/ITSM standards monitoring adherence to SLAs OLAs and underpinning contracts during transition providing service performance reports during early stages of transition. · Ensure transition processes comply with ITIL/ ...
4 linggo ang nakalipas
The Service Delivery Manager is accountable for planning, delivering, operating, monitoring and maintaining a stable, secure and responsive support to CGI's client/s for specific types of services, · in accordance with the client contract documents. He/she prepares recommendation ...
1 linggo ang nakalipas
The Procurement Manager is responsible for leading strategic sourcing activities across assigned categories and ensuring that the organization works with the most capable, reliable, and cost-competitive suppliers. · Assess market conditions, supply landscapes, and cost drivers to ...
1 araw ang nakalipas
KDCI Outsourcing is seeking a Creative Services Manager to oversee the end-to-end creative workflow from concept development to final asset delivery. · ...
3 araw ang nakalipas
We are seeking an experienced and client-focused Client Services Manager to serve as the primary point of contact for key healthcare accounts, ensuring seamless communication, service delivery, and client satisfaction. · Build and maintain strong, long-term relationships with hea ...
1 linggo ang nakalipas
Manage the daily operation and management of the customer service team in the Philippines. · ResponsibilitiesFormulate service quality standards (SLAs) and monitor their implementation to ensure that service efficiency and customer satisfaction meet the standards. · Implement BPO ...
1 buwan ang nakalipas
Job summaryClient services manager with banking and finance segment experience preferably in a bpo set up. · ...
2 linggo ang nakalipas
We are looking for a Customer Service Manager to lead the end-to-end Contact Center Operations of the company. This role is critical in ensuring operational excellence and outstanding customer experience for our members, providers, corporate clients, and internal stakeholders. · ...
1 buwan ang nakalipas