Quorum International, Inc. - Toby's Sports
Quorum International, Inc. - Toby's Sports

Customer Service Assistant Manager  

Quorum International, Inc. - Toby's Sports

  • Pasig, Philippines
    Pasig, Metro Manila, Philippines, Quorum Centre, Good Harvest Complex, 73 C. Raymundo Avenue, Pasig, Metro Manila, Philippines
    Metro Manila
  • PHP 35.000,00 - PHP 45.000,00 / bulan
  • Penuh waktuFULL_TIME

Berakhir a month ago


Deskripsi Pekerjaan

Customer Service Assistant Manager

The Customer Service Assistant Manager is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels, including but not limited to front and back office, telephone, email, online, live chat, video and social media.

Some of the responsibilities and duties will include:

• Act as the Voice of the Customer across the organization

• Improve customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service level agreements metrics and monitoring and analyzing results.Provide target improvements for key metrics like NPS (Net Promoter Score), CSAT (Customer Satisfaction), FCR (First Call Resolution), CTS (Cost to Serve).

• Strategically lead, develop, empower and engage the Customer Service Team to enhance performance through a clear set of accountable performance metrics

• Train staff members to provide the highest standards of customer service while creating a culture that achieve business goals and objectives with regards to customer service and ensuring that all company policies are followed.

• Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.

• Identify customer service trends, determine system and process improvements, and execute successful change projects

• Define, negotiate and agree on the effective utilization of resources in line with service specifications and service level agreements

• Define an effective Escalation Management Policy and Matrix for SLA breaches and ensure that this is being followed religiously by the Customer Service Team.

• Drive better sales for both ecommerce and brick & mortar business through exceptional service

• Work effectively with key departments like Store Operations, Ecommerce, Marketing, Shared Services and Merchandising to negotiate and influence customer service improvements

• Use Customer Insight and Root Cause Analytics to identify company-wide improvements and present these to the Management

• Accountable for ensuring full regulatory compliance and legal requirements relating to customer complaints. Identification of any potential risk issues.

• Update job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations

• Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets

Kualifikasi Minimum

• Extensive experiencing of managing operational customer service teams
• Experience in implementing or using customer service and contact center tool and technologies
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the retail market
• Proven Management and/or relationship management experience at a senior, strategic level role, with established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment
• Demonstrate ability to motivate and communicate with others at all levels
• Influential relationships skills with the ability to use these relationships to deliver service improvements
• Excellent communication and negotiation skills
• Able to adapt and succeed in a changing environment
• Evidence of well-developed leadership skills

Fasilitas dan Tunjangan

  • Mobile Phone DiscountMobile Phone Discount
  • Retirement Benefit PlansRetirement Benefit Plans
  • Special Leave Benefits for WomenSpecial Leave Benefits for Women
  • Single Parent LeaveSingle Parent Leave
  • Gym MembershipGym Membership
  • Paid HolidaysPaid Holidays
  • Medical / Health InsuranceMedical / Health Insurance
  • FlexitimeFlexitime
  • Paid Sick LeavePaid Sick Leave
  • Employee DiscountsEmployee Discounts
  • Performance BonusPerformance Bonus
  • Paid Bereavement/Family LeavePaid Bereavement/Family Leave
  • Life InsuranceLife Insurance
  • Paid Vacation LeavePaid Vacation Leave
  • Maternity & Paternity LeaveMaternity & Paternity Leave
  • Medical, Prescription, Dental, or Vision PlansMedical, Prescription, Dental, or Vision Plans

Keahlian yang diperlukan

  • People Management
  • Marketing Communications
  • Customer Service
  • Problem Solving
  • Critical Thinking
  • Communication Skills
  • Customer Research

Jurusan yang Diminati

  • Business Administration
  • Advertising & Public Relations
  • Communication & Media Studies

Ringkasan Perkerjaan

Tingkat Posisi
Mid-Senior Level Manager
Customer Service
Persyaratan tingkat pendidikan
Lulus program Sarjana (S1)
Respon rekruter ke lamaran
Alamat Kantor
Quorum Centre, Good Harvest Complex, 73 C. Raymundo Avenue, Pasig, Metro Manila, Philippines
Retail Industry
1 lowongan dibuka

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Tentang Quorum International, Inc. - Toby's Sports

About Toby's Sports In the Philippines, basketball may be the favorite sport, but with hundreds of malls in Metro Manila, shopping arguably comes close. When it comes to retail stores, one name pops up across the board as the ultimate destination for sports equipment and apparel: Toby’s Sports. The retail chain had its small beginnings in 1978 as a small and modest toy shop selling imported Disney goods in a quiet corner of the Greenhills Shopping Center. The store, which was first called Toby’s Forms and Shapes and later on Toby’s Sports and Hobbies, was the brainchild of Roberto Claudio, Sr., who named the store after his eldest son. Seeing an opportunity to sell skateboards after the holiday season, he eventually transformed his retail space into a sporting goods store that offered a wide array of sports apparel, equipment, and accessories. In the following years, Toby’s—under the leadership of Roberto, Sr. and his brothers Jojo and Rod, and his son, Toby—revolutionized the sporting goods business, and eventually relaunched as Toby’s Sports. From the small space in Greenhills, Toby’s continued to build a chain of sports stores in locations around the Philippines. Its wide product assortment, international brands, modern ambience, knowledgeable and professional sales personnel set them apart from the traditional stores. Toby’s was clearly different and ahead of its time. Today, Toby’s Sports constantly evolves to keep up with the times. When it comes to store design, features, merchandise, and staff, Toby’s maintains their stronghold and continues to push the limits of the sports retailing industry. In 2001, they opened the country’s biggest interactive sports superstore, the Toby’s Sports Arena. Several Arena concept stores are now open around the country, featuring activities and games that customers can enjoy, such as the Toby’s Basketball Shootout and an indoor climbing wall called The Rock, among others. Toby’s Sports carries more than 157 brands and showcases more than 60,000 unique items in over 30 branches nationwide. Thirty years later, far from their small beginnings, Toby’s continues to serve millions of Filipinos, igniting their passion for sports.

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