Customer Care Manager

StoreHub Sdn Bhd

  • Makati, Philippines
    , 100 Don Carlos Palanca, Legazpi Village, Makati, Metro Manila, Philippines, Makati, Metro Manila, Philippines
    Metro Manila
  • 540,000.00 - 780,000.00 PHP / yearPHP540,000.00780,000.00540,000.00YEAR
  • Full time
Posted 11 days ago and deadline of application is on 30 Aug
Recruiter was hiring 2 days ago

Customer Care Manager

StoreHub Sdn Bhd

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 Vacation Leave
  • Paid Sick Leave Paid Sick Leave
  • Medical / Health Insurance 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
Office Address
OPL Building, 100 C. Palanca, Legazpi Village, Makati, 1229
Information Technology / IT
1 opening

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About StoreHub Sdn Bhd

StoreHub is one of Southeast Asia's fastest growing technology companies with a revolutionary business platform for SMEs. We help business owners manage and grow their businesses in today’s fast changing world. From a cloud-based POS system to inventory management to e-commerce, we're building a platform for awesome businesses. As a venture-backed startup, we have been growing exponentially over the last 6 years, and now serve thousands of businesses across the world from our offices in Kuala Lumpur, Shanghai, Manila & Bangkok. Our goal is to build a culture of meaningful work, where every person on the team works towards a shared vision while engaging their role in a personally satisfying manner. The people who succeed with us are most clearly defined by their competency and humility. These are the values that are most important to us, and we expect this of every team member at StoreHub starting with our leadership team. If this is something that you resonate with, we’d love to meet you. Join us in building a new kind of organisation, one that is built upon the foundations of excellence, fun and creativity.