CUSTOMER SERVICE MANAGER

₱80,000.00

TAGUIG CITY, NCR, FOURTH DISTRICT
COLLEGE GRADUATE
Permanent

Job Description

Customer Service Supervisor/Manager is responsible for overseeing the daily operations of the customer service team to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. This role includes supervising staff, monitoring performance, and implementing service procedures to optimize productivity and quality through the use of Mandarin native language, to senior professionals in China, Taiwan and other Mandarin speaking counterpart and clients.


Key Responsibilities:

  • Supervise and support a team of customer service representatives (CSRs), including scheduling, coaching, and performance evaluation.
  • Monitor daily workflow and ensure that customer service representatives are meeting service level standards.
  • Handle escalated customer complaints or complex inquiries in a professional and effective manner.
  • Train new hires and conduct ongoing training sessions to ensure staff are up-to-date with policies and procedures.
  • Develop and implement customer service policies and procedures that enhance the customer experience.
  • Analyze customer feedback, metrics, and team performance data to identify areas for improvement.
  • Collaborate with other departments (sales, technical support, etc.) to resolve customer issues and streamline service.
  • Prepare reports and performance reviews for upper management as needed.
  • Ensure the team adheres to company policies, industry regulations, and customer service best practices.

Qualifications/Requirements

  • Excellent communication skills in both English and Mandarin (required).
  • High school diploma or equivalent (Bachelor’s degree preferred).
  • Proven customer support experience or experience as a client service representative.
  • Proficient in using CRM software, Microsoft Office, and other relevant systems.
  • Ability to multitask, prioritize, and manage time effectively.
  • Positive attitude and a passion for helping people.
  • Excellent problem-solving and conflict-resolution abilities.
  • Adaptability and willingness to learn new procedures and technologies.
  • Strong communication and interpersonal skills.

Work location

TAGUIG CITY, NCR, FOURTH DISTRICT

Remarks

No additional remarks

About the company

J&T Express is a technology - based and internet development express delivery company. Established in August 2015 , J&T Express has an extensive network that supports delivery services intercity, interprovince , across the nation.

Industry

TRANSPORT, STORAGE AND COMMUNICATION

Employment size

200 and over (Large)

Share job

Back to jobs