Customer Service Supervisor
M2MJ Human Resources Consulting
Pasig, PH
6d ago
source : Workbank

Job Functions :

  • Meet and exceed key performance indicators set by the business.
  • Lead, drive and motivate the team for continuous improvements towards achievement of set goals.
  • Analyze stats trends and formulate / implement action plans to ensure continuous improvement.
  • Grows and implements standards and processes and adheres to business workflows set by the department.
  • Set team and individual goals that compliment overall strategy.
  • Manage, lead or participate in customer service-related projects.
  • Develop and train team’s logical problem-solving skills.
  • Develop own resources and utilize creative resolutions to resolve problems.
  • Flag up personal training requirements to Customer Service Manager and Learning and Development team.
  • Calibrate with Learning and Development Team, Customer Service Manager or counterparts on the quality of transactions.
  • Support Training Team in all aspects of advanced product and process trainings for Customer Service department.
  • Make decisions on how to address and resolve customer situations
  • Work directly with POCs from different departments to support both internal and external demands
  • Deliver product and process trainings to new hires, peers and other internal personnel.
  • Provide management with update on headcount and absence, status update on projects and programs and overall business review requirements.
  • Collaborate with various functional groups for team requirements.
  • Assist in interviews (Phone screen, on-site or online).
  • Effectively and consistently administrate all HR policies and practices.
  • Handle everyday crisis (support tools / ERPs / Telecoms downtime or any operational issues).
  • Job Requirements :

  • Must have 4 Year College Degree.
  • With experience in Customer Service operation is preferred.
  • Computer Literate : MS Office Applications (PowerPoint, Word, Excel, Access), E-mail, Outlook, Internet, Intranet.
  • With ability to clearly communicate product terminology, features and functionality
  • With Leadership qualities and skills.
  • With Negotiation and Analytical skills.
  • With strong and professional written and oral communication skills.
  • Works well with high volumes, prioritizing and multitasking.
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