Customer Service Manager


  • Makati, Philippines
    6th Floor, OPL Building, Makati, Metro Manila, Philippines
    Metro Manila
  • Full time
Posted a month ago and deadline of application is on 3 Sep
Recruiter was hiring 13 hours ago

Customer Service Manager


Job Description

As the Customer Service Manager you will be responsible for the management of day to day operations of the Customer Service department and responsible for maximizing team productivity for revenue-generating opportunities and acts as point of contact for escalated complaints whilst leading and managing 5-10 direct reports.


  • Diving into data to identify the root of a problem and solving it (no matter how large or small the scale)
  • Develop a high-performance team within the Customer Service Department
  • Develop KPI with team members and monitor individual performances
  • Managing workflow, escalations and effectively delegating across your leadership team.
  • Conduct performance review and coaching
  • Driving the creation of staffing plans, schedules, quality/process change initiatives, on a fast-paced environment
  • Identify training needs and opportunities to develop a highly skilled Customer Service Department.

Minimum Qualifications

  • Bachelor’s degree
  • At least [5-7] years in relevant customer service experience
  • At least [3-5] years of managerial experience (overseeing or supporting a team)
  • Experience in a contact center, retail, or e-commerce operations
  • Strong communication and presentation skills
  • Solid knowledge of call center management tools includes monitoring skills, coach skills, telephone, and other technology, etc.
  • Ability to deliver quality results under pressure
  • Amenable to start work ASAP

Jobs Summary

Job level
Mid-Senior Level / Manager
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Office Address
6th Floor, OPL Building
Consulting/Business Services
1 opening

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About Penbrothers

Penbrothers opened its doors in December of 2014 in Manila with the hopes of connecting the world to the Philippines, and the Philippines to the world. Penbrothers was born from a need to meet a new demand and opportunity generated in the startup community, mainly, the co-working sector, with an innovative approach to remote working, offering manning and payroll solutions, beyond a shared working space. Over the last couple years, Penbrothers has successfully expanded into 3 offices and housing over 40 international and local startups, organizations, and entrepreneurs. This is the Penbrothers ecosystem and where companies use the space to grow, scale, and engage collectively. Penbrother clients has access to services such as talent management support for employment, payroll, and tax compliance, as well as manning services for the whole recruitment and onboarding process. Cost advantage is the principal value at Penbrothers. By understanding the challenges startups constantly face and the reasons to their failures, Penbrothers sought out an action to aid expanding organizations with talent management and manning services so that clients can concentrate on their business to the core.
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