Customer Service Manager

Bonifacio Global City, Taguig | Full-time, On-site

About the Role

We are looking for an experienced and customer-focused Customer Service Manager to lead our customer support operations. The ideal candidate is a strong communicator and problem-solver with a passion for delivering exceptional service and building lasting customer relationships. This role will oversee the daily performance of the customer service team, ensuring a seamless and positive experience for every client interaction.

Key Responsibilities

• Lead, coach, and develop the customer service team to achieve performance and quality goals.
• Oversee day-to-day operations, including handling escalations and resolving complex customer concerns.
• Establish and monitor key performance indicators (KPIs) to ensure service excellence.
• Implement strategies to enhance customer satisfaction, retention, and loyalty.
• Collaborate with internal departments (Sales, Operations, Marketing) to address customer needs and improve processes.
• Develop and maintain service policies, procedures, and standards.
• Prepare regular reports on team performance, feedback trends, and service metrics.
• Handle training and performance evaluations for team members.

Qualifications

• Bachelor’s Degree in Business Administration, Communications, Marketing, or a related field.
• Minimum 3–5 years of experience in customer service, with at least 2 years in a supervisory or managerial role.
• Strong leadership and team management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proficient in CRM systems and MS Office applications.
• Demonstrated ability to manage multiple priorities and deliver results under pressure.
• Passion for creating outstanding customer experiences.

What We Offer

• Competitive salary and performance-based incentives
• Health and wellness benefits
• Career growth opportunities and professional development programs
• Supportive and collaborative team culture