Customer Support Manager
Digits Trading Corporation Quezon City Full-time
Key Responsibilities
- Team Leadership & Performance Management
- Supervise customer support agents handling customer inquiries, concerns, and service requests.
- Monitor individual and team performance using key metrics such as Customer Satisfaction (CSAT), Quality Scores, productivity, and response times.
- Conduct regular coaching sessions, performance reviews, and calibration activities.
- Identify skill gaps and recommend training programs, process improvements, and employee development initiatives.
- Foster a culture of accountability, collaboration, and customer-centricity.
- Customer Support & Communication Oversight
- Ensure agents provide accurate, empathetic, and customer-focused support across all communication channels, including chat, email, social media, and phone.
- Review customer interactions to ensure professionalism, compliance with company policies, and alignment with brand standards.
- Establish and maintain service standards and response time targets.
- Serve as the escalation point for complex, high-priority, or sensitive customer concerns.
- Complaint Handling & Resolution
- Oversee the proper documentation, investigation, and resolution of customer complaints.
- Coordinate escalations with relevant internal departments, including operations, logistics, and product teams, to ensure timely resolution.
- Analyze complaint trends and root causes to identify opportunities for process improvements.
- Implement corrective actions and preventive measures to enhance customer satisfaction and reduce recurring issues.
- Customer Experience Management
- Develop and implement initiatives to improve the end-to-end customer experience.
- Gather and analyze customer feedback to identify pain points and areas for enhancement.
- Collaborate with cross-functional teams to streamline processes and improve service delivery.
- Champion customer-centric strategies that strengthen customer loyalty and retention.
- AI Chatbot & Automation Oversight
- Monitor chatbot accuracy, response quality, escalation triggers, and handoff processes to live agents.
- Evaluate the impact of chatbot and automation tools on customer satisfaction and service efficiency.
- Coordinate enhancements and optimization efforts with systems and technology teams.
- Recommend automation initiatives that improve customer experience while maintaining service quality.
- Data Accuracy & Reporting
- Ensure accurate documentation and logging of customer interactions, complaints, escalations, and resolutions.
- Review dashboards and reports related to CSAT, Quality Scores, productivity, and other service metrics.
- Prepare regular reports and provide actionable insights to senior management.
- Recommend strategies and process improvements to optimize customer support operations and service performance.
Our ClientsQuezon City
Customer Service Manager (Real Estate)
Location: Quezon City
Work Setup: On-site
Employment Type: Full-time
Job Summary
We are seeking an experienced Customer Service Manager to lead the customer service operations of a leading real estate...
Kareila Management CorporationQuezon City
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...
Suitestudio Operations Inc.Pasig, 10 km from Quezon City
regarding delayed or missing parcels.
• Identify customer complaints and escalate to the Customer Service Team or Customer Service Manager as required.
• Follow procedures, guidelines and policies accurately to complete assigned tasks.
• Perform...