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Customer Service Manager

Managerial / Supervisory

Montrichard Philippines Incorporated

With Business Certificates
Established in 2016
11-50 Employees
Luz, Cebu City, Cebu
Posted On: September 22, 2021
Job ID: 387137

Details

The Montrichard Group is a watchmaking company established for over 20 years ago. It has offices based in Europe, Asia, and the USA to cater more the customers. The Montrichard Group has been a regular exhibitor at all the most important worldwide watch events such as Baselworld in Switzerland and HKTDC Hong Kong Watch & Clock Fair.

Our people are trained according to the professional style of working. With us, you will encounter various job challenges and opportunities that will test and improve your skills and abilities.

We are currently in need of promising individuals who possess the ability to think creatively and analytically to fill our job vacancy for:

 

CUSTOMER SERVICE TEAM MANAGER

 

Job Brief:


Provides guidance, instruction, direction and leadership to the CS Team for the purpose of achieving key results
and monitors the quantitative and qualitative achievements of the team and report results to management.

Job Responsibilities:

  • Manage and supervise daily/weekly/monthly activities of team members and ensures customer service is properly supported 24/7.

  • Plan and set priorities for the team to ensure efficient tasks completion and achievement of set goals and metrics.

  • Manage and solve issues and escalate, if necessary to management.

  • Identify and resolve operational problems using defined processes, expertise and judgment.

  • Offer solutions and suggestions for processes and product improvements to management.

  • Decision making on any matters relating to improving customer satisfaction and revenue generation.

  • Performs periodic research to benchmark SOP’s/Workflows and update affected documents.

  • Conducts training to newly hired CS agents

  • Conducts periodic audits on the quality of responses/communications from the team and plan/organize/implement the necessary enhancement training programs.

  • Perform periodic reporting to management on the performance and status of the CS team

Job Qualifications:

  • Must be a graduate of BS Marketing, Mass Communications or any business- related /engineering courses

  • With above average communication skills both in oral and written

  • Must be customer service oriented

  • Must be computer literate, i.e., minimum requirement knowledge/experience in using MSOffice APP’s. Preferably with some technical know-how in CRM platform enhancements

  • Can work well with a team

  • Highly trainable

  • Must have some work experiences in sales or customer support roles

  • Must have a great sense of responsibility and highly adaptable

  • Highly independent and eager to learn

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