Customer Service Manager

Company Overview

ilaw atbp. is the premier lighting and electrical solutions provider in the Philippines. With over 25 years of experience, we offer a wide range of high-quality lighting products, including general, decorative, outdoor, and commercial lighting. Our custom lighting solutions cater to the unique needs of homes, offices, and businesses. We are committed to providing the highest quality products, innovation, and exceptional customer service.

We are looking for a dedicated and experienced Customer Service Manager to join our team in Quezon City. As a Customer Service Manager, you will play a pivotal role in ensuring exceptional customer satisfaction and driving operational efficiencies. This position is full-time at a mid-to-senior level, requiring at least 3 years of experience in customer service management.

Responsibilities

1. Act as the primary point of contact for all client service-related inquiries and concerns.
2. Oversee the day-to-day operations of the customer service department, including managing online incoming inquiries, escalations, and resolution processes.
3. Monitor customer interactions to ensure quality and efficiency
4. Develop and implement customer service policies and procedures
5. Analyze customer feedback and data to make improvements
6. Handle customer feedback properly and in a professional and timely manner.
7. Establish and maintain relationships with key clients, ensuring customer satisfaction and fostering repeat business.
8. Collaborate with other departments to ensure services are delivered to clients promptly and accurately.
9. Develop and implement customer service strategies and initiatives to enhance the customer experience and drive customer satisfaction and loyalty.
10. Monitor and report on key performance indicators related to client satisfaction and account growth.
11. Stay current on industry trends and best practices in client service management.

Qualifications

1. Bachelor's degree in Business Administration, Marketing, or related field.
2. Proven experience in client service management, with a minimum of 3 years in a similar role.
3. Strong leadership, communication and interpersonal skills.
4. Resilient and reliable with the ability to handle challenging client situations.
5. Excellent problem-solving abilities and customer-centric mindset.
6. Strong planning and organizational skills.
7. Proficiency in Microsoft Office and CRM software.
8. Willing to work in Scout Rallos, Quezon City