As the Customer Care Lead for Water and Air Filtration, you will play a pivotal role in managing and enhancing our customer support operations. You will lead a team of customer care representatives, establish service standards, and ensure that customer inquiries and issues are handled promptly and effectively.
Key Responsibilities:
- Supervise, mentor, and motivate a team of customer care representatives.
- Set performance goals and conduct regular coaching and performance evaluations.
- Oversee daily customer interactions via various communication channels, including phone, email, and chat.
- Ensure efficient and courteous handling of customer inquiries, complaints, and requests.
- Assist in resolving escalated customer issues and inquiries promptly.
- Collaborate with other departments to address complex customer concerns.
- Implement and maintain quality assurance processes to ensure consistent and high-quality customer support.
- Monitor and evaluate customer care interactions for compliance with service standards.
- Analyze customer feedback and data to identify trends and areas for improvement.
- Generate reports on customer satisfaction and key performance indicators (KPIs).
- Identify opportunities for process improvements to enhance the efficiency and effectiveness of customer care operations.
- Develop and implement new customer care procedures and best practices.
- Provide training and development opportunities to customer care representatives.
- Ensure that team members are well-equipped to handle customer inquiries and issues effectively.
Qualifications:
- Bachelor's degree in business, marketing, or a related field is preferred.
- Proven experience (2-3 years) in customer service or customer care, with at least 1-2 years in a supervisory role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Problem-solving and conflict resolution abilities.
- Ability to analyze data and generate reports.
- Empathy and a customer-centric approach.
Job Types: Full-time, Permanent
Pay: Php20,000.00 - Php25,000.00 per month
Benefits:
- Company Christmas gift
- Employee discount
- Health insurance
- On-site parking
- Opportunities for promotion
- Paid training
- Pay raise
- Promotion to permanent employee
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekends
Supplemental Pay:
- 13th month salary
- Bonus pay
- Overtime pay
- Performance bonus
Work Location: In person
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