Customer Service Manager  

Our Member Company is an eCommerce brand based in Sydney Australia and is expanding globally this year. They are a premium supplier of camping and outdoor equipment with quality products at great prices and thousands of positive reviews. Be part of their Pioneer team in the Philippines!

Primary Function

They are looking for a tenured Customer Service Manager with experience in eCommerce support to lead our pioneer Customer Support Team in the Philippines. They are looking for a candidate that would like to utilize their skills in Customer Service and Leadership to enhance the customer service experience of our online customers. The ideal candidate is a self-starter, has experience managing a team of customer support agents, is experienced in reporting, KPI’s, quality assurance, eCommerce, and not afraid to improve or create new systems and processes.

Key Accountabilities / Responsibilities

• Customer satisfaction
• Understand how to support customers through Live Chat, Email, Phone, Whatsapp and Social Media Channels
• Identify areas to improve overall customer experience and sales effectiveness offering across channels
• Working closely with the team to ensure first-class customer service and sales conversion of website visitors into customers

Standard operating procedures

• Coordinate with Customer Support Software Vendors and Tools
• Evaluate and analyze systems i.e. email and chat service to ensure it is being used to its maximum benefit.
• Building Scripts for Phone/Email/Online Chat
• Document and update SOPs, focus on standardisation of processes and continuous improvement
• Create Training Material and keep it updated

Team management

• Recruitment, rostering, training, retention and day to day management of a team of customer service and order processing staff (10~20 staff)
• Set performance targets and KPIs for the team and ensure that weekly targets are achieved
• Creating Reports for the CSR team and customer insights and pain points to the CEO

Cross-Department

• Work with the marketing team and other departments to ensure communication about campaigns, new product launches, website updates and any other issues related to customer service.
• Collecting Feedback on our products and services and communicating them to various departments within the company

Personal Development

• Actively seek feedback from peers, direct reports, and team
• Demonstrate a desire to grow and learn
• Share in establishing change processes for self as required
• Works well under pressure
• Exceptional interpersonal/team building skills including the ability to communicate with all levels of the organization and participate on multi-functional teams

Benefits

• Base Pay: P50,000 – P80,000
• Allowance: P1,500 (food/transpo)
• HMO upon regularization
• SSS
• Pag-ibig
• Phi-health
• Leave Credits upon regularization
• 13th Month Pay

Location: Metrowalk, Pasig City

Working Hours: 9am to 6pm AU time, (6am to 3pm Manila)

Pre-Screening will be done via Video Call

Key Competencies / Minimum Experience

• Outstanding project management experience
• Experience with Freshdesk will be a bonus
• Able to draw and make the workflow/SOPs
• Knowledge of ecommerce systems, content management systems, customer service software, and best practices
• Sales goal driven with a strong understanding of business drivers that will impact sales
• Good problem solving and analytical skills
• Thorough understanding of entire ecommerce processes from conversion to fulfillment to customer service
• Operational/function understanding of ecommerce technologies and websites
• Be proactive in identifying, resolving and communicating challenges
• Ability to work at a detailed level while maintaining an overall project perspective
• Good organizational and time management skills
• Possess excellent follow-up capabilities, ability to prioritize and handle several projects simultaneously
• Ability to work in a dynamic environment and be results and deadline driven Microsoft Office proficiency with Word and Excel
• Detail-oriented, demonstrate strong written and verbal communication skills
• Good Leadership Skills and Experience in managing a team of customer support agents