JOB DESCRIPTION
The Customer Service Manager is responsible for leading the customer service team and ensuring exceptional customer satisfaction. This role plays a key part in enhancing customer loyalty and retaining high-value clients.
KEY RESPONSIBILITIES:
· Supervise day-to-day operations of the Customer Service department.
· Assist the team in addressing customer complaints and internal/external issues with urgency and professionalism
· Plan, direct, coordinate, and assign manpower to meet operational requirements
· Delegate tasks, set schedules, and oversee staff performance.
· Will serve as the first-line supervisor for full-time employees, with authority to hire, evaluate, discipline, terminate, or make strong recommendations regarding such actions.
· Assess and train personnel for promotions and cross-functional operations.
· Coordinate with other departments to maintain a high level of customer service accountability.
· Maintain accurate records and document all customer service interactions.
· Generate monthly departmental performance reports.
· Ensure revenue from the baggage counter and wheelchair services are properly monitored and accounted for.
· Maximize resources by ensuring minimum waste and compliance to office supply request guidelines
· Conduct customer service orientation and training sessions for employees.
· Attend Department of Trade and Industry (DTI) seminars and training sessions.
· Assist internal and external customers with minor and major injuries.
· Perform additional duties as needed.
QUALIFICATIONS AND SKILLS REQUIRED:
· Graduate of any 4-year degree course
· Has at least 2 years work experience as a senior leader in Customer Service or a customer facing role.
· Strong Customer Service Orientation
· Must have effective Leadership and Team Management skills
· Awareness of Emerging Industry Trends and Best Practices
· In-depth Understanding of Products and Services
· Excellent verbal and written communication skills
· Sharp analytical and problem-solving skills
· Self-motivated and able to perform effectively under pressure
Job Types: Full-time, Permanent
Benefits:
- Additional leave
- Employee discount
- Health insurance
- Life insurance
- Opportunities for promotion
- Paid training
- Promotion to permanent employee
Experience:
- senior leadership: 2 years (Required)
Work Location: In person
