Job title: Customer Service Supervisor
Job type: Permanent
Emp type: Full-time
Industry: Shared Services / Global Business Services (GBS)
Expertise: Industrial Equipment / Plant / Parts
Location: Pasig City
Job published: 2022-01-12
Job ID: 34361

Job Description

KEY RESPONSIBILITIES:

You will:

  • Lead, drive and motivate the team for continuous improvements towards achievement of set goals and exceed key performance indicators
  • Grow and implement 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 including the 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.
  • Conduct documented monitoring sessions with feedback provided to the subordinate.
  • Respond timely and accurately to escalations of the subordinates.
  • Make decisions on how to address and resolve customer situations
  • Work directly with POCs from different departments to support both internal and external demands
  • Provide the management with update on headcount and absence, status update on projects and programs.
  • Assist in interviews (Phone screen, on-site or online)
  • Handle everyday crisis (support tools/ERPs/Telecoms downtime or any operational issues).
  • Process customer transactions though phone, fax, email or online.
  • Monitor and authenticate cancellations as well as returns.
  • Coordinate with US escalation points towards final resolution on complicated issues.
  • Manage, review, and maintain transactions to ensure proper handling of customer requests.
  • Maintain and update all records of customer profile information at Oracle CRM or any central repository.

Qualifications:

  • Candidate must possess at least a Bachelor’s Degree
  • At least 3+ years of working experience in Customer Service operations
  • Must be proficient with the following: PowerPoint, Word, Excel, Access, E-mail/Outlook, Internet/Intranet for business functions
  • Ability to clearly communicate product terminology, features and functionality
  • Good people skills, able to handle difficult situations with customers as well as maintain cooperative relationships with all departments within the organization
  • Negotiation and Analytical skills
  • Knowledge of policy and procedures of the company
  • Demonstrate strong problem-solving and troubleshooting skills
  • Determine best way to meet the needs of the business and customers
  • Has the initiative to improve people, process and procedures
  • Strong and professional written and oral communication skills required
  • Works well with high volumes, prioritizing and multitasking
  • Works under minimal supervision

Work Schedule: Monday-Friday, Night shift

Work Setup: Temporary Work From Home setup until further notice