Customer Service Representative Manager

Key Responsibilities

• Lead and manage the Non-Voice Customer Service Team and Supervisors.
• Oversee daily email, chat, and social media customer support operations.
• Monitor productivity, quality, response time, customer satisfaction, and other KPIs.
• Coach and develop team members to meet client and company standards.
• Handle escalated customer concerns and complex cases.
• Coordinate directly with clients regarding operational and customer service concerns.
• Review team performance and prepare daily, weekly, and monthly reports.
• Ensure proper implementation of company policies, client requirements, and service procedures.
• Identify process improvements to improve efficiency, response quality, and customer experience.
• Coordinate with HR and Management regarding employee performance, attendance, and other operational concerns.

Qualifications

• Bachelor's degree in Business, Management, Communications, or related field is preferred.
• 3–5 years of experience in Non-Voice Customer Service, Email Support, Chat Support, or Social Media Customer Service, with supervisory/management experience.
• Strong experience in managing email and chat-based customer service teams.
• Excellent written and verbal communication skills.
• Strong leadership, problem-solving, coaching, and decision-making skills.
• Experience with customer service KPIs, productivity monitoring, and quality assurance.
• Strong client coordination and reporting skills.
• Proficient in Microsoft Office and customer service/support tools.
• Willing to work on-site in Clark Freeport Zone, Pampanga.