Account Supervisor/Manager - Taguig - Eastvantage

    Eastvantage
    Eastvantage Taguig

    3 oras ang nakalipas

    ₱300,000 - ₱720,000 (PHP) bawat taon *
    Paglalarawan

    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.
    * Ang saklaw ng suweldo na ito ay isang pagtatantya na ginawa ng beBee
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