- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Ability to juggle multiple tasks, deadlines, and accounts with high accuracy.
- Strong attention to detail and prioritization skills.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Experience using CRM and HR management software.
- Ability to work independently and collaboratively across teams and business units.
- Strong cross-functional coordination skills.
- Ability to identify, troubleshoot, and resolve operational issues.
- Capable of determining when issues need escalation.
- Basic understanding of labor policies, company regulations, and compliance standards.
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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 custo ...
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Account Supervisor/Manager - Taguig - Eastvantage
Paglalarawan
What You'll Do:
Team Leadership & People Management
Operational Management
Client & Stakeholder Management
Account & Service Management
What We're Looking For:
Good-to-Have / Preferred Skills:
Core Competencies:
Communication & Interpersonal Skills
Organizational & Time Management
Technical Proficiency
Teamwork & Collaboration
Problem-Solving
Compliance Awareness
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