Customer Service Manager


  • Makati, Philippines
    6th Floor, OPL Building, Makati, Metro Manila, Philippines
    Metro Manila
  • Full time
Recruiter was hiring 15 hours ago

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
Once in a while 
Office Address
6th Floor, OPL Building
Consulting/Business Services
1 opening

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About Penbrothers

Penbrothers works with startups and SMEs from all over the world, helping them build and scale their teams with talent in the Philippines at a fraction of the cost. With 9 offices in 3 locations, Penbrothers makes it easier for companies to focus on their core business by taking care of the talent sourcing, hiring, payroll and office space.
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