Assistant Customer Service Manager

What You'll Do

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Manages frontline operation teams to ensure operational excellence and excellent customer service.

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Produce accurate reports, identify root cause, and come up with relevant action plan/s to address the gaps in relation to team performance, department KPIs and service quality standards.

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Develop a productive, profitable, and achievement-oriented working environment for employees resulting in high performance outputs.

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Provide effective coaching and performance management to the Customer Service Team Leaders as required to enable the best chance of employee success and customer satisfaction.

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Coordinate with relevant personnel, including Customer Care Manager and other departments, in solving problems that would address staffing requirements, work assignments, and the like in ensuring that L1 operations are functioning at optimum.

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Able to recommend and execute Process Improvements based on opportunities/gaps identified to ensure high efficiency in CS daily operations.

What We Seek

• A proactive leader with high integrity and accountability who can work closely with team leaders and their agents in monitoring and improving operations performance.

What You'll Need

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• At least 3 years people management experience in Customer Service Department – Contact Center setup
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• Proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.) and other productivity software
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• Advance level in Excel functions and formulas needed for Data Reporting and Analysis
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• Ability to communicate effectively with people at different levels
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• Ability to develop, implement and review policies and procedures Experience in a logistics or start-up environment would be an advantage
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• No active disciplinary sanction. HR track record to be considered and reviewed
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• Should be able to report on site depending on the advice of the management
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• Must be willing to work in the Paranque Integrated Terminal Exchange (PITX)