Customer Service Manager

About the role

We are seeking an experienced Customer Service Manager to join our vibrant and growing team at Best Reliable Resources' Bonifacio Global City Taguig City, Metro Manila location. In this full-time role, you will be responsible for overseeing and optimizing our customer service operations to ensure an exceptional experience for our valued clients.

What you'll be doing

-Manage and motivate a team of customer service representatives, providing coaching, training and support to drive performance and productivity
-Monitor and analyze customer service metrics to identify areas for improvement and implement strategies to enhance efficiency and customer satisfaction
-Develop and refine customer service policies, processes and procedures to streamline operations and deliver consistently high levels of service
-Collaborate cross-functionally with other departments to align on customer service initiatives and ensure a seamless end-to-end experience
-Serve as the primary point of contact for escalated customer inquiries and complaints, working to resolve complex issues in a timely and effective manner
-Stay up-to-date with industry trends and best practices, and implement innovative solutions to continuously improve the customer experience

What we're looking for

-Proven track record of 3+ year in a customer service management role, preferably within the call center or customer service industry
-Excellent communication, interpersonal and leadership skills, with the ability to motivate and develop a high-performing team
-Strong problem-solving and decision-making abilities, with a focus on delivering exceptional customer service
-Proficient in data analysis and the use of customer service metrics to drive continuous improvement
-Adaptable and resilient, with the ability to thrive in a fast-paced, dynamic environment
-Familiarity with customer service software and technologies, and a commitment to leveraging digital solutions to enhance the customer experience
-With Sales Training experience, can motivate the employees and optimistic.
-Handled 5+ employees