Account Supervisor/Manager - Taguig
3 oras ang nakalipas
Paglalarawan ng trabaho
What You'll Do:
Team Leadership & People Management
Lead, mentor, and develop a team of support specialists handling omni-channel customer interactions (email, chat, social, voice, etc.).
Manage team performance metrics including quality, productivity, timeliness, and customer satisfaction.
Conduct regular coaching, feedback sessions, and performance evaluations.
Foster a positive, accountable, and collaborative team culture.
Ensure adherence to processes, SOPs, and quality standards.
Operational Management
Oversee day-to-day operations of the support teams, ensuring SLAs and KPIs are consistently met.
Create, export, and analyze operational reports to identify trends, gaps, and opportunities for improvement.
Implement process improvements to optimize efficiency and customer and client experience.
Provide solutions to operational challenges, escalating complex issues when necessary.
Client & Stakeholder Management
Serve as the primary point of contact for clients and stakeholders.
Build and maintain strong, long-term client relationships, ensuring trust and alignment.
Understand client requirements, translate needs into actionable plans, and deliver tailored solutions.
Conduct regular business reviews and client check-ins.
Prepare and present performance reports, insights, and improvement strategies to clients and internal leadership.
Review and approve invoices and account charges, ensuring accuracy and compliance with agreed rates.
Account & Service Management
Monitor overall account health, identifying risks and opportunities for growth or optimization.
Address client concerns promptly and professionally to ensure satisfaction and retention.
Collaborate with cross-functional teams to support product updates, new initiatives, and service enhancements.
Ensure operations remain aligned with client brand standards and evolving customer expectations.
What We're Looking For:
4–5 years of experience leading a team or managing a customer support group.
Proven experience managing omni-channel support operations.
Strong analytical skills:
ability to export, create, interpret, and present reports and insights.
Demonstrated competence in performance management, people management, and coaching.
Excellent stakeholder management skills, with experience handling client-facing responsibilities.
Proficient communication skills—verbal and written.
Strong problem-solving abilities and a proactive approach to finding solutions.
Ability to manage multiple priorities and deliver results under minimal supervision.
Good-to-Have / Preferred Skills:
Experience with Gorgias, other e-commerce customer service platforms, or CRM tools.
Experience with Shopify, Magento, WooCommerce, or similar e-commerce platforms.
Familiarity with AI platforms and integrating AI into customer support operations.
Exposure to automation tools and efficiency optimization technologies.
Core Competencies:
Communication & Interpersonal Skills
Strong written and verbal communication skills.
Ability to build rapport and communicate effectively with clients and internal stakeholders.
Clear articulation of client needs and action items.
Organizational & Time Management
Ability to juggle multiple tasks, deadlines, and accounts with high accuracy.
Strong attention to detail and prioritization skills.
Technical Proficiency
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Experience using CRM and HR management software.
Teamwork & Collaboration
Ability to work independently and collaboratively across teams and business units.
Strong cross-functional coordination skills.
Problem-Solving
Ability to identify, troubleshoot, and resolve operational issues.
Capable of determining when issues need escalation.
Compliance Awareness
Basic understanding of labor policies, company regulations, and compliance standards.
Mga katulad na trabaho
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