Customer Support Manager
INGCO Caloocan Full-time
Key Responsibilities
- Manage and oversee aftersales customer service operations, including complaints, inquiries, and service requests
- Ensure timely and effective resolution of customer issues and escalations
- Develop and implement aftersales policies, procedures, and service standards
- Coordinate with technical, logistics, warranty, and sales teams to support customer needs
- Monitor service performance metrics (CSAT, turnaround time, repeat issues) and prepare reports
- Handle warranty claims, repairs, replacements, and returns processes
- Train, coach, and evaluate customer service staff to improve service quality
- Identify areas for process improvement and implement corrective actions
- Maintain strong customer relationships and promote customer loyalty
- Bachelor’s degree in Business, Communication, or related field
- Strong background in customer service or aftersales operations
- Excellent communication, negotiation, and problem-solving skills
- Ability to manage teams and handle customer escalations professionally
- Proficiency in MS Office and CRM/customer service systems
- Strong analytical and reporting skills
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