Customer Service Manager

SONAK is looking for a Customer Service Manager to oversee and ensure good performance for its customer service teams.

The Customer Service Manager will supervise CS cases and representatives involved with 3 Brands set up with 2 E-Commerce sites and around 30 physical stores.

• Leads customer service team to deliver consistently high standards of customer support
• Create and track overall departmental metrics to identify gaps in processes and recommend improvements or drive process efficiencies to improve the department's various workflows.
• Maintains a thorough understanding of incoming ticket volume and causes.
• Manages and / or participates on task forces and other project teams across departments.
• Assure team adherence to case management, response and resolution requirements.
• Escalates and facilitates resolution of high severity customer issues.
• Works with management team to evaluate and make recommendations to improve department procedures.
• Provides training, coaching, and mentoring to team members as needed and proactively monitors performance.
• Provides performance feedback on team members and provides input to performance reviews.
• Encourages effective and constructive feedback mechanism within the team and across teams to consistently improve and reach higher levels of efficiency and performance.
• Handles high priority cases as needed
• Key Requirements
• Degree in Business Administration, Marketing or related field.
• Experience with Salesforce or other CRM systems is preferred.
• Proven experience in driving adoption and programs, including the development of frameworks and operational best practices.
• Strong stakeholder management skills and communication capability.
• Self-motivated, pro-active and able to work under pressure.
• Thrive in a fast-paced and dynamic environment with various business unit stakeholders.
• Job Types
• Full-time, Permanent
• Salary
• Up to Php50,000.00 per month
• Benefits
• Additional leave
• Company events
• Employee discount
• Free parking
• Health insurance
• Life insurance
• On-site parking
• Opportunities for promotion
• Pay raise
• Promotion to permanent employee

Schedule :

Supplemental Pay :

Willingness to travel :