Customer Service Manager

POSITION: CUSTOMER SERVICE MANAGER

Work Location: INGCO Service Center
Work Arrangement: Onsite
Work Schedule: Monday to Saturday | 7:30 AM – 4:30 PM

Candidate Profile

• Bachelor’s Degree in Business, Management, Marketing, Communications, or a related discipline
• 2–3 years of relevant supervisory or managerial experience in customer service or customer-facing operations
• Previous experience leading a customer support team and overseeing daily service activities
• Background in after-sales service, retail, technical support, repair operations, or service-center environments is an advantage
• Strong ability to manage customer cases, complaints, escalations, and service requests
• Experienced in maintaining service quality, response standards, and customer handling procedures
• Capable of delegating tasks, monitoring team output, and providing coaching to staff
• Strong customer communication and relationship management skills
• Good understanding of service workflow, case monitoring, and issue resolution
• Comfortable preparing and reviewing service reports, customer records, and team performance data
• Proficient in Microsoft Office applications, particularly Word and Excel
• Strong judgment, organization, follow-through, and problem-solving skills
• Able to prioritize work in a high-volume customer service environment
• Professional and composed when handling challenging customer situations
• Customer-focused and service-oriented, with attention to operational efficiency
• Willing to work onsite at the INGCO Service Center
• Available for Monday–Saturday, 7:30 AM–4:30 PM duty

Key Responsibilities

• Take charge of the daily activities and workflow of the customer service unit
• Distribute assignments among team members and monitor the completion of customer service tasks
• Review and assist with complex customer cases and escalated concerns
• Ensure inquiries and service requests receive appropriate and timely action
• Follow up on open cases and coordinate with concerned teams until proper resolution is achieved
• Work closely with service technicians, warehouse personnel, repair teams, and other internal units
• Review customer feedback and service trends to identify areas for operational improvement
• Provide coaching, guidance, and performance feedback to customer service employees
• Check the accuracy and completeness of customer records, service transactions, and case documentation
• Prepare regular team, customer concern, and service activity reports
• Help maintain consistent customer handling procedures and service standards
• Recommend practical improvements to customer workflows and service processes
• Assist management in initiatives designed to improve customer experience and after-sales support
• Monitor recurring concerns and coordinate with relevant departments for corrective action
• Ensure customer service activities follow established company policies and procedures
• Handle other customer service and supervisory assignments as required

Job Types: Full-time, Permanent

Pay: Php60,000.00 - Php70,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee

Ability to commute/relocate:

• Caloocan: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Where are you currently residing at?
• Do you have any experience in BPO Industry?
• Do you have experience in leading and handling a team
• How much is your expected salary?
• How old are you?
• Are you willing to work onsite at South Caloocan for this position?

Education:

• Bachelor's (Preferred)

Experience:

• Customer Service managerial : 2 years (Preferred)

Location:

• Caloocan (Preferred)

Willingness to travel:

• 100% (Preferred)

Work Location: In person