job vacancies in Philippines

CUSTOMER SUPPORT MANAGER

  • Home Based
  • National Capital Reg- All
  • Salary As Per Industry Standard

Work Address : Manila

Job Description

Responsibility:

  •  Providing oversight for Customer Support Specialists [Tier 1] including the triage, monitoring of tickets for completeness and timeliness of completion
  •  Manage customer escalations
  •  Leading customers to quality resolutions
  •  Analyzing customer data to make informed decisions about changes to the team, programming, shift scheduling and staffing
  •  Maintaining authority and ultimate last point of escalation for the Customer Support Specialists
  •  Coaching frontline Customer Support Specialists to help them achieve personal and professional goals
  •  Motivate and develop team of Customer Support Specialists to deliver the best possible issue resolutions to our restaurateurs in the least amount of time, while meeting SLAs
  •  Meet weekly and monthly call center evaluation metrics
  •  Ensure SLA commitments are consistently met

 

Qualifications:

  •  3+ years experience in a SaaS or customer service environment
  •  Exceptional understanding of customer service, technical issue resolution, and support best practices
  •  Experience with incident management (e.g. outages) and customer communication
  •  Ability to manage and develop a team of customer-facing employees
  •  Excellent communication skills, both written and verbal
  •  History of opportunistically identifying and implementing new programs that drive customer success and/or team development
  •  Superior data monitoring, analysis, and manipulation skills

 

Benefits

14 days annual and sick leave
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Company Overview

Industry
Customer Service
Experience
Exprerience 3 - 4 Years
Qualification
Bachelors
Job Category
Customer Service
Job Role
Supervisor/Team Lead
Job Level
Supervisor
Posted

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