Service Assistant Manager  

Supports the Manager in planning, organization and control of the activities of the customer service team to develop and enhance customer relationships and meet operational objectives.

Duties and Responsibilities:
1. Oversee the achievement and maintenance of established customer service levels and standards
• Develop and implement customer service policies and procedures
• Define and communicate customer service standards to customer relations associates and technicians

2. Direct the daily operations of the customer service team including the special projects team.
3. Work with the Service Manager to review and evaluate customer service contracts with corporate and retail clients.
4. Ensure the necessary resources and tools are available for quality customer service delivery for both customer relations associates and technicians.
5. Responsible for managing customer complaints including complex and escalated customer service issues
• Conduct regular review of customer complaints
• Regularly track customer complaint resolution
6. Monitor and review accuracy of reports and data base information as accomplished by customer relations associates and technicians
7. Work with Service Manager to identify and implement strategies to improve quality of service, productivity and profitability.
8. Coordinate and manage customer service projects and initiatives with other departments.
9. Evaluate performance of staff, identify and address staff training and coaching needs.

To be considered for the position, aspiring candidates must meet the following qualifications:

• With at least 3-5 years solid experience and preferably with at least 1 year experience in supervisory or assistant managerial capacity
• Must be a graduate of a reputable university
• Must have strong business acumen and high creativity.
• Must have excellent communication, interpersonal and organization skills.
• Must be willing to work in Pioneer, Madaluyong.