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Urgent Hiring: Customer Care Manager! Earn Competitive Salary+Allowances+Bonuses! Join Us Now!

Managerial / Supervisory
With Business Certificates
Established in 2000
501-1000 Employees
11th Floor, PHILAM Building, Cebu Business Park, Luz, Cebu City, Cebu
Posted On: January 21, 2022
Job ID: 394639

Details

Our Vision:


Providing simple, innovative and affordable online solutions that change lives.

 

Our Mission:


To help customers achieve their online goals by delivering innovative, user friendly and intuitive, technology driven solutions to become the worlds most trusted and affordable online solutions provider, all backed by Best in World service.

Dreamscape Networks is Australia’s and Singapore’s #1 Domain and Website Hosting provider with a clear goal to be Australia’s and South East Asia’s #1 Online Solutions Provider. We are rapidly expanding into new high growth markets providing technology solutions to help our customers establish, build, maintain and grow their online presence. The Digital transformation is happening right now, so get on board!

 

CUSTOMER CARE MANAGER

 

Responsibilities: 

  • Monitors and reviews each Customer Care Team's performance 

  • Prepares a strategic plan for the continuous improvement of the team 

  • Ensures the plans are being implemented and actioned to meet the minimum required Best  In World (BIW) customer service 

  • Ensures Customer Care Specialists have managed all customer complaints or feedback in a  satisfactory manner, resolving all issues within a reasonable time 

  • Handles major customer incidents, such as, security issues, issuing of refunds, and  compensation to customers 

  • Attends required weekly, monthly management meetings 

  • Works closely with WFM Manager to ensure the schedule are set to meet the customer's  demand 

  • Prepares weekly, monthly, quarterly management report in relation to the Customer Care  Department 

Qualifications: 

  • Must have a Bachelor’s Degree, preferably in Information Technology 

  • Must have at least one year of Managerial experience in the Customer Service industry ∙ Must be knowledgeable in MS Office 

  • Must have proficient skills and other basic reporting tools 

  • Must have strong leadership and mentorship skills 

  • Must have excellent planning, organization, and time management skills ∙ Must be able to make decisions quickly and confidently based on company policies and  practices 

  • Must have excellent problem solving and negotiation skills 

  • Must be willing to work on a shifting schedule

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