Customer Service Supervisor at Satellite Office

Pasig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

30 Jun, 26

Salary

0.0

Posted On

01 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Problem-Solving, Mentoring, Coaching, Microsoft Office, Troubleshooting, Multi-Tasking, Customer Relationship Management, Team Management, Escalation Handling, Feedback Provision, Operational Support, Customer Experience, Objection Handling, Reporting

Industry

Outsourcing and Offshoring Consulting

Description

Key Accountabilities/Responsibilities The responsibilities include the following: External Customers: Answer email, phone, live chat and other customer queries regarding online orders, loyalty questions, and customer account / general / miscellaneous customer queries or feedback. All to be completed within the agreed SLA's Employ strategies to handle customer objections in an effective, constructive and professional manner Put the customer at the heart of what they do in order to deliver an excellent customer experience Investigate and track online customer orders Manage refunds, customer orders, loyalty accounts, and other customer issues where necessary Contribute to the company's understanding of customer objections Providing feedback regarding the effectiveness of operating systems and procedures to the Contact Centre Manager Make recommendations to improve productivity within the Customer Service team Customer Service Team To act as a deputy to the Contact Centre Manger where appropriate Take responsibility for logging on to or logging off the call management system, and/or opening or closing the office (managing the expectations around the phone system) Following all safety and OHS procedures Manage a sub-team or shift of CSC's To mentor, coach, and develop Customer Service Coordinators within the team (imbedding my lead as the team leader) To act as a point of escalation in handling customer issues should it be required by Customer Service Coordinators Allocation of work Reporting daily and monthly Internal Customers Respond to phone enquiries and emails from internal customers at head office, store teams and Area Managers in a timely, effective and professional manner Manage and build strong working relationships with key stakeholders Support the vision for, and development of, the customer service team Work with internal stakeholders to achieve company objectives, and liaise with divisions within the company to provide operational support BUSINESS AND PROCESSES Provide continual evaluation of customer service and other GX processes and procedures Create & deliver daily, weekly & monthly reporting on team performance, on time to manager Suggest improvements to create efficiency and service for internal & external customers Use appropriate judgment in upward communication re: department or employee concerns Ensure adherence to compliance requirements in all areas of company policies and procedures, including but not limited to risk management and administrative controls Ensure all activities are conducted in line with the company values and consistent with the Code of Conduct policy Carry out other appropriate duties as directed by the Team Leader Skills and Experience Required 1-3 years' experience providing amazing customer service as a Customer Service Supervisor and/or in a call centre role Experience of managing and mentoring Customer Service or Sales Agents Strong, engaging phone manner Passionate about finding solutions for customers Excellent communication skills. both written and verbal Good problem-solving skills Able to handle difficult customers and/or team escalations to manage more difficult problems and customers Familiar with Microsoft Office, particularly Outlook, Word and Excel Advanced troubleshooting and multi-tasking skills Experience of computer programs to manage customer and customer service information

Responsibilities

The Customer Service Supervisor is responsible for managing customer queries across various channels and ensuring an excellent customer experience. They also mentor and develop the Customer Service team while contributing to operational improvements.