Deskripsi Pekerjaan
Are you a seasoned leader ready to make an impact? Michael Page is seeking a dynamic Customer Service Manager to join our growing team in Makati City. In this pivotal role, you will oversee the daily operations of our customer service department, ensuring excellence in client interactions and operational efficiency.
We pride ourselves on offering excellent benefits, including comprehensive health insurance, competitive compensation packages, and flexible work arrangements that prioritize work-life balance. As a manager, you will lead a team of dedicated professionals, driving performance and fostering a culture of continuous improvement. We are looking for someone with a proven track record in customer service leadership to help us scale our operations and elevate our client satisfaction scores. If you are ready to take the next step in your career with a leading recruitment agency, we want to hear from you.
Tanggung Jawab
- Manage and mentor a team of customer service representatives to ensure high performance and adherence to service standards.
- Develop and implement strategies to improve customer satisfaction scores and retention rates.
- Handle complex, escalated client inquiries and resolve issues efficiently to maintain client trust.
- Analyze key performance indicators (KPIs) such as Average Handle Time (AHT) and Customer Satisfaction (CSAT) to drive operational improvements.
- Train new hires and conduct ongoing training sessions to enhance team skills and product knowledge.
- Collaborate with sales and product departments to ensure seamless service delivery and feedback loops.
- Oversee the implementation and optimization of CRM tools and customer service software.
Kualifikasi
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3-5 years of experience in a customer service leadership role.
- Strong leadership and team management capabilities with a focus on coaching and development.
- Excellent verbal and written communication skills in English.
- Proficiency in CRM software and MS Office applications.
- Proven ability to solve complex problems under pressure and manage multiple priorities.
- Demonstrated experience in performance management and KPI tracking.