Customer Service Manager

Job Description

Job Responsibilities:

1. Be responsible for the daily operation and management of the customer service team in the Philippines, formulate service quality standards (SLAs) and monitor their implementation to ensure that service efficiency and customer satisfaction meet the standards.
2. Lead the implementation of BPO to RPO projects, optimize the recruitment process and conversion rate of flexible employment, and reduce the risk of human resource shortage.
3. Regularly analyze the performance data of the RPO team (such as conversion rate, response timeliness, employment retention rate, etc.), and output implementable process optimization plans.
4. Ensure that the employment of the Philippine team complies with local laborlaws, handle labor disputes and conduct compliance audits, and avoid legal risks.
5. In accordance with the sales, customer service and product trainingframework formulated by the headquarters, lead the implementation of localized training to enhance the professional capabilities of the team.
6. Possess a certain degree of stress resistance and adaptability to deal with business peaks or labor shortages, and ensure the continuity of services during majorpromotions.

Qualifications:

1. More than 3 years of experience in managing overseas customer service teams, familiar with BPO/RPO business models, and having a background in collaboration between Chinese and Filipino teams is preferred.
2. Familiar with the labor law and flexible employment policies of the Philippines, and possess strong team management skills.
3. Possess a sense of crisis management and have successfully implemented emergency employment plans during business peak periods.
4. Fluent in both Chinese and English.
5. Be willing to accept business trips between China and the Philippines.

• Maternity leaves, Paternity leaves, Annual leaves, Performance bonus