Customer Service Manager at Confidential

About This Role

Key Responsibilities Lead and execute the Customer Service strategy for the Singapore market, overseeing daily operations while driving continuous training and coaching initiatives. Manage, mentor, and coach Customer Service team leads and agents to achieve high standards of quality and productivity, ensuring an optimal customer experience. Develop, refine, and optimize operational processes to improve efficiency, service quality, and overall team performance. Design and implement structured tr…

Requirements

• At least 3 years of experience in customer service management, preferably in a BPO setting
• Proven track record of improving customer satisfaction and loyalty
• Excellent communication and leadership skills, with the ability to motivate and develop a team
• Strong problem-solving skills, with the ability to resolve complex customer complaints
• Familiarity with customer service software and tools, such as CRM systems
• Ability to work in a fast-paced environment, with multiple priorities and deadlines
• Strong analytical skills, with the ability to collect and analyze data to inform customer service strategies
• Experience with quality management and quality assurance processes

Benefits

• Competitive salary range of ₱19,000-₱29,000 per month
• Remote work setup, with the option to work from home or on-site in the Philippines
• SSS (Social Security System) and PhilHealth benefits
• Pag-IBIG benefits, including membership and contribution
• Opportunities for career growth and professional development
• Annual leave and sick leave benefits, with a minimum of 10 paid holidays per year
• Access to employee assistance programs, including counseling and wellness services