Customer Care Manager
StoreHub Sdn Bhd
- Makati, Philippines, 100 Don Carlos Palanca, Legazpi Village, Makati, Metro Manila, Philippines, Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- ₱540,000.00 - ₱780,000.00 / yearPHP540000780000540000YEAR
- Full timeFULL_TIME
Job Description
As a member of an innovative, motivated and talented team, you will be responsible for providing technical, policy, and procedural guidance to the StoreHub's world class Support Team. The Customer Care Manager should have extensive knowledge of Customer Care processes and procedures. On a daily basis, the Support Manager will be responsible for monitoring the specific team’s ticket queues, ensuring that tickets are being assigned and completed in a timely manner.
Our next Customer Care Manager should be organised, attentive to details, and committed to meeting all of our department goals and metrics. This person will be on the pulse of issues regarding personnel, performance, customer perception, and project status, and works closely with colleagues and the COO to ensure consistent, high quality service. Here at StoreHub, we are committed to WOW-ing our customers each and everyday!
What you will do:
- Manage the Customer Care Team and evaluate the performance
- Analyze and improve existing Customer Care processes with a focus on scalability
- Ensure service levels are consistently exceeded
- Establish best practices through the entire support process
- Interview Customer Care applicants and train new hires
- Actively respond to queries, complaints, and escalations
- Follow up with customers to identify areas of improvement
- Develop daily, weekly and monthly reports on support team’s productivity
- Provide customer feedback to the appropriate internal teams, like product developers
- Maintain an orderly workflow according to priorities
Minimum Qualifications
You will need:
- Experience of at least 2 years in leading customer support teams
- Strong knowledge of management methods and techniques
- Solid technical background with an ability to give instructions to a non-technical audience
- Working knowledge of customer service software and tools
- Awareness of the industry’s latest technology trends and applications
- Ability to think strategically and to lead
- Excellent client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Excellent speaking, reading and writing ability in English and Tagalog
- Experience managing team shifts is a plus
- Must be available to work weekend shifts
Perks and Benefits
- Paid Vacation Leave
- Paid Sick Leave
- Medical / Health Insurance
Required Skills
- Organizing and Planning
- Problem Sensitivity
- Customer Service
- Technical Skills
- Critical Thinking
- Communication Skills
- Coaching
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- OPL Building, 100 C. Palanca, Legazpi Village, Makati, 1229