Customer Service Manager
BuiltaMart Manila Full-time
About the role
We are seeking a dedicated and experienced Customer Service Manager to join the team at CTT.Synergy Corporation. This is a full-time position based in Metro Manila, offering an exciting opportunity to lead and manage our customer service operations.In this role, you will oversee the daily activities of our customer service specialist, ensuring exceptional service delivery, unblocking operational bottlenecks, and driving customer satisfaction metrics to new heights.
Key responsibilities- Lead, manage, and motivate a team of customer service specialist to achieve performance targets and service excellence
- Monitor and analyse customer service metrics, including response times, resolution rates, and customer satisfaction scores
- Develop and implement strategies to improve customer service quality and operational efficiency
- Handle escalated customer complaints and ensure timely resolution whilst maintaining professional standards
- Conduct regular training and coaching sessions to enhance team skills and product/service knowledge
- Collaborate with other departments to resolve customer issues and streamline processes
- Create and maintain standard operating procedures for the customer service team
- Schedule staff, manage workload distribution, and ensure adequate coverage during peak periods
- Report on team performance and customer service metrics to senior management
- Identify opportunities for process improvement and implement best practices
- 3-5 years of experience in customer service management or a related supervisory role
- Proven track record of successfully leading and motivating customer service teams
- Strong knowledge of customer service principles, practices, and industry standards
- Excellent communication and interpersonal skills with the ability to build positive relationships
- Proficiency in customer service software, CRM systems, and relevant IT applications
- Demonstrated ability to analyse data and use insights to drive decision-making
- Problem-solving mindset with a focus on finding practical and effective solutions
- Patient, empathetic, and professional approach to customer interactions and team management
- Ability to multitask, prioritize effectively, and work under pressure
- Bachelor's degree in Business Administration, Management, or a related field is preferred
- Previous experience in a contact centre or call centre environment is advantageous
About us
CTT.Synergy Corporation is a forward-thinking company committed to delivering outstanding customer service and innovative solutions. We pride ourselves on creating a collaborative workplace where talent thrives and excellence is celebrated. Our mission is to exceed customer expectations through dedicated service, continuous improvement, and a team of passionate professionals.We value integrity, teamwork, and customer-centric thinking, and we are dedicated to supporting the professional development of our employees.
What we offer- Competitive Salary and Allowances
- HMO and Insurance
- Leave Credits
- Flexible Work Arrangement / Hybrid Work Set-up
- Career Development
Apply now
If you are a dynamic customer service leader ready to make a positive impact, we would love to hear from you. Please submit your CV, a cover letter, and any relevant certifications to our recruitment team. Join CTT.Synergy Corporation and be part of a company that values excellence and employee growth.
Sucree Coco and Love, Inc.Manila
The Customer Service Manager (CSM) is responsible for managing franchisee-facing operations and Customer Service execution, acting as the central coordination point between franchisees and internal departments.
This role ensures franchisee requests...
BuiltaMartQuezon City, 10 km from Manila
About the role
We are seeking a dedicated and experienced Customer Service Manager to join the team at CTT.Synergy Corporation. This is a full-time position based in Metro Manila, offering an exciting opportunity to lead and manage our customer...
Kareila Management CorporationManila
Job Description:
• Responsible for overseeing the daily operations of the ecommerce customer service team to ensure a high level of customer satisfaction and operational efficiency.
• Lead, mentor, and develop the ecommerce customer service team...