Overview: The Customer Service Manager is accountable for ensuring that clients receive exceptional service and support. This role focuses on leading a team of customer service representatives, managing inquiries, resolving issues, and ensuring client satisfaction. The Customer Service Manager is responsible for maintaining high satisfaction levels and ensuring service delivery is consistent, timely, and aligned with company standards, helping to improve client retention through excellent service quality.
Responsibilities:
- Team Management: Lead, mentor, and manage the customer service team to ensure that service inquiries are addressed promptly and that clients receive exceptional support. Foster a positive and productive team environment that motivates employees to perform at their best.
- Service Improvement: Continuously monitor the quality of service delivery, identify areas for improvement, and implement solutions to enhance the customer service experience. Ensure service protocols align with industry best practices.
- Training & Development: Develop and deliver training programs to equip the team with the necessary skills and knowledge to effectively handle customer queries. Ensure the team remains up-to-date on product and service changes.
- Client Satisfaction: Track client satisfaction metrics such as Net Promoter Score (NPS) or customer feedback, and use this data to improve service standards. Ensure that service delivery meets client expectations and company standards consistently.
- Escalation Management: Handle and resolve complex or escalated customer issues effectively, providing timely and satisfactory solutions. Offer guidance and support to the team for handling difficult cases and ensuring client concerns are addressed.
- Reporting & Analytics: Prepare and present regular reports on customer service metrics, team performance, and client satisfaction trends. Use these insights to make informed decisions on process improvements.
- Process Optimization: Evaluate current customer service processes and implement enhancements to improve efficiency and reduce response times, contributing to overall operational efficiency.
Requirements:
- Proven experience as a Customer Service Manager or in a similar role (3-5 years).
- Strong leadership and team management skills, with the ability to motivate and develop team members.
- Excellent problem-solving abilities and a customer-first mindset.
- Strong verbal and written communication skills.
- Experience using customer service software and CRM systems (e.g., Zendesk, Salesforce).
- Familiarity with customer service metrics and KPIs (e.g., CSAT, NPS).
- Ability to work under pressure and resolve complex issues in a timely manner.
- Ability to implement and track service improvements based on feedback and data.
Salary:
- Base Salary: ₱35,000 – ₱45,000/month (depending on experience).
Incentives: Performance-based bonuses linked to customer satisfaction and team performance.
