Customer Service Manager  

Job Summary:

Responsible for planning, analyzing, implementingand directing Customer Service programs and initiatives and ensures effective and efficient operational activities and provides solutions that enhance the company’s quality of transactional customer experience

General Responsibilities:

1. Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; prepares and completes action plans; implementing customer service standards; identifying customer trends and resolving problems.

2. Meets customer service financial objectives by forecasting requirements, preparing annual budget; scheduling expenditures, analyzing variances and initiating corrective actions.

3. Determines customer service requirements by maintaining contact withcustomers, visiting operational environments, conducting surveys, benchmarking best practices and analyzing information.

4. Improves customer service quality results by studying and evaluating processes, establishing and communicating service metrics, monitoring and analyzing results and implements changes.

5. Maximizes customer operational performance by providing helpdesk resources and technical advices, resolving problems, disseminating advisories, warning and new techniques for fast detection of problems and system errors.

6. Acts and decides on all concerns, issues and problems in transactional customer experience and recommends action and resolution for concerns, issues and problems beyond his scope of authority.

7. Defines work expectations and ensures workprogress of Customer Service staff by monitoring, controlling activities, evaluating performance, enforcing discipline when necessary, and initiating career enhancement activities / programs especially designed for the staff’s career development.

• Graduate of Bachelor’s degree in Business Management, Business Administration, Sales, Marketing, Human Resources –Training and Development, Industrial Engineerand/or other related courses
• At least five (5) years work experience preferably as a Customer Service and/orRelationship Manager
• Proficient on MS Office
• Highly people and service oriented
• Has strong collaboration, communication and interpersonal skills
• Business Understanding
  • Customer Engagement
  • Resolution process