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 PHP - 780.000,00 PHP / yearPHP540000780000540000YEAR
- Toàn thời gianFULL_TIME
Miêu Tả Về Công Việc
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
Trình độ tối thiểu
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
Đặc quyền và lợi ích
- Paid Vacation Leave
- Paid Sick Leave
- Medical / Health Insurance
Kỹ năng cần thiết
- Organizing and Planning
- Problem Sensitivity
- Customer Service
- Technical Skills
- Critical Thinking
- Communication Skills
- Coaching
Tóm tắt công việc
- Trình Độ Công Việc
- Trình độ nhân viên cấp trung bình / cấp quản lý
- Ngành Nghề
- Customer Service
- Yêu cầu học vấn
- Tốt nghiệp Cử nhân
- Nhà tuyển dụng trả lời hồ sơ
- Always
- Địa chỉ văn phòng
- OPL Building, 100 C. Palanca, Legazpi Village, Makati, 1229
- Ngành nghề
- Information Technology / IT
- Vị trí đang tuyển
- 1 vị trí tuyển dụng mới
- Trang web
- http://www.storehub.com