Customer Service Manager
Penbrothers
Makati, 1229 Metro Manila, Philippines
4d ago

Contract Type : FULL-TIME Preamble

FULL-TIME Preamble

We are looking for candidate who loves challenges to join our dynamic team!

Responsibilities

  • Responsible to ensure proper shift scheduling are in place for the service desk team to cope with day-to-day operations on shift level for 24x7
  • Responsible to provide direction and communication to team members so that customer service requests via email or calls are answered in a timely, efficient, and knowledgeable manner in line to meet service OLA / SLA
  • Responsible to provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area of operations, efficiency, and service to external customers
  • Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement or provide timely feedback for staff improvements
  • As a first point of contact to be available for team members that experience work and / or personal problems providing appropriate coaching, counselling, direction, and resolution where possible
  • Ensure team members have appropriate training and other resources (documentation, knowledgebase) to perform their jobs competently.
  • Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level

  • Address disciplinary and / or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective / appropriate decisions relative to corrective action as required
  • Able to propose and establish work procedures and processes that support company and departmental standards, procedures, and strategic directives
  • Required to gather feedback from customers to understand their dissatisfaction and provide accurate feedback
  • May be required to cover the team members due to unforeseen or unplanned circumstances until formal arrangement is made
  • Qualifications

  • A problem solver
  • Ability to communicate effectively to a variety of audiences
  • Ability to develop and motivate a team. Proven leadership experience (have leading a team)
  • Experience in external customer handling (at least 6 years)
  • Will get his hands dirty when required
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