Customer Service Representative Supervisor

POSITION: CUSTOMER SERVICE REPRESENTATIVE TEAM LEADER

Office Location: 130-A 6th St., 7th Ave., East Grace Park, Caloocan City
Work Arrangement: Onsite
Working Hours: Monday to Saturday | 7:30 AM – 4:30 PM

Skills & Qualifications

• Bachelor’s Degree in Business Administration, Marketing, Management, Communication, or a related field
• At least 2–3 years of experience in customer service supervision, customer support leadership, service operations, or a similar management-level role
• Proven ability to manage customer-facing operations, service coordination, and client concerns
• Experience leading a team in a service center, after-sales environment, technical support operation, retail business, or similar setting
• Demonstrated ability to supervise, coach, motivate, and develop customer service representatives
• Strong capability in handling customer escalations, complaints, complex concerns, and service recovery situations
• Knowledge of customer experience standards, quality monitoring, workflow management, and service performance practices
• Able to prepare, review, and interpret customer satisfaction data, team productivity reports, service statistics, and operational summaries
• Proficient in Microsoft Office, particularly Excel, Word, PowerPoint, and Outlook
• Familiarity with CRM systems, ERP platforms, ticketing software, or customer management tools is an advantage
• Excellent leadership, communication, interpersonal, decision-making, and problem-solving skills
• Strong ability to organize workloads, prioritize urgent concerns, and manage multiple responsibilities
• Customer-focused and results-oriented, with a strong commitment to service quality
• Able to maintain professionalism when dealing with demanding customers and sensitive service concerns
• Willing to work onsite at 130-A 6th St., 7th Ave., East Grace Park, Caloocan City
• Available Monday to Saturday | 7:30 AM – 4:30 PM
• Can Start ASAP / Available for Immediate Deployment

Job Description

• Take charge of daily customer support operations and ensure service requests are handled efficiently and within expected turnaround times
• Lead the Customer Service Team by assigning responsibilities, monitoring workloads, and providing direction on daily activities
• Track individual and team performance and provide coaching, feedback, and performance guidance to improve service delivery
• Take ownership of escalated complaints and complex customer cases, ensuring concerns are properly investigated and resolved
• Monitor incoming inquiries, service requests, complaints, and after-sales concerns to ensure they receive appropriate action
• Coordinate with Technical Support, Warehouse, Sales, Service Operations, and other departments to resolve customer issues
• Review customer feedback, recurring complaints, service trends, and performance indicators to identify areas requiring improvement
• Conduct regular team coaching, skills development sessions, performance discussions, and other employee development activities
• Prepare and consolidate customer service reports, team performance summaries, service dashboards, and other management reports
• Ensure team members consistently follow company policies, service protocols, documentation requirements, and quality standards
• Recommend and assist in implementing workflow improvements and customer service initiatives that can enhance efficiency and satisfaction
• Ensure customer interactions, service cases, complaints, and resolutions are properly recorded and documented
• Monitor service turnaround and follow up on pending customer concerns to prevent unnecessary delays
• Assist management in developing initiatives focused on customer retention, service quality, and overall customer experience
• Support the implementation of department goals, service standards, and operational improvements
• Perform other customer service leadership, administrative, coordination, and supervisory duties assigned by management

Pay: Php30,000.00 - Php40,000.00 per month

Benefits:

• Additional leave
• Company events
• Employee discount
• Health insurance
• Life insurance
• Opportunities for promotion
• 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?
• How much is your expected salary for this position?
• Do you have any pending application from your current / other companies?
• Do you have Customer Representative Supervisory experience?
• How many personnel do you handle before?

Education:

• Bachelor's (Preferred)

Experience:

• CSR Team Leader: 3 years (Preferred)

Willingness to travel:

• 100% (Preferred)

Work Location: In person