Location:
Baguio City, Benguet
Contract Type:
Full Time
Experience Required:
3 to 4 years
Education Level:
Bachelor’s Degree
Job Description
Job Description
1. Team Building Support
● Assist the Philippines Country Lead in establishing and scaling the local customer service team.
2. Training & Capability Development
● Develop initial training programs and materials to ensure the team quickly gains customer service competencies.
● Continuously improve the local training framework to maintain high service standards over the long term.
3. Operations Management & Process Development
● Help design and optimize the early-stage customer service processes, including service standards and scripts.
● Collaborate with the headquarters' technical team to implement and enhance the customer service management system.
● Oversee daily operations, manage team schedules, and ensure service efficiency and quality.
4. Performance Management & Team Motivation
● Create a performance evaluation system for the initial team, including KPIs such as customer satisfaction and response time.
● Conduct regular performance reviews and implement incentive programs to boost morale and reduce turnover.
5. Cross-Department Collaboration & Reporting
● Maintain regular communication with the HQ service team and provide updates on local team progress.
● Coordinate with product, technical support, and marketing teams to ensure effective feedback channels.
● Prepare and analyze customer service reports to support ongoing operational improvements.
Qualifications:
● Bachelor’s degree or higher; major in English or related field is preferred.
● At least 3-5 years of experience managing customer service teams in the Philippines.
● Proficient in English, with a strong understanding of Western (U.S./Europe) customer service practices and excellent cross-cultural communication skills.
● Proven experience in building and managing a customer service team from the ground up (strongly preferred).
● Familiarity with Philippine labor laws, recruitment channels, and industry salary benchmarks.
● Hands-on experience in process improvement and service quality enhancement; skilled in using customer service software and operational tools.
●Excellent organizational, coordination, and communication abilities.
● Strong stress tolerance, proactivity, and adaptability.
● Effective team-building and staff motivation skills.
● Analytical thinker with problem-solving capabilities.
1. Team Building Support
● Assist the Philippines Country Lead in establishing and scaling the local customer service team.
2. Training & Capability Development
● Develop initial training programs and materials to ensure the team quickly gains customer service competencies.
● Continuously improve the local training framework to maintain high service standards over the long term.
3. Operations Management & Process Development
● Help design and optimize the early-stage customer service processes, including service standards and scripts.
● Collaborate with the headquarters' technical team to implement and enhance the customer service management system.
● Oversee daily operations, manage team schedules, and ensure service efficiency and quality.
4. Performance Management & Team Motivation
● Create a performance evaluation system for the initial team, including KPIs such as customer satisfaction and response time.
● Conduct regular performance reviews and implement incentive programs to boost morale and reduce turnover.
5. Cross-Department Collaboration & Reporting
● Maintain regular communication with the HQ service team and provide updates on local team progress.
● Coordinate with product, technical support, and marketing teams to ensure effective feedback channels.
● Prepare and analyze customer service reports to support ongoing operational improvements.
Qualifications:
● Bachelor’s degree or higher; major in English or related field is preferred.
● At least 3-5 years of experience managing customer service teams in the Philippines.
● Proficient in English, with a strong understanding of Western (U.S./Europe) customer service practices and excellent cross-cultural communication skills.
● Proven experience in building and managing a customer service team from the ground up (strongly preferred).
● Familiarity with Philippine labor laws, recruitment channels, and industry salary benchmarks.
● Hands-on experience in process improvement and service quality enhancement; skilled in using customer service software and operational tools.
●Excellent organizational, coordination, and communication abilities.
● Strong stress tolerance, proactivity, and adaptability.
● Effective team-building and staff motivation skills.
● Analytical thinker with problem-solving capabilities.
Number of vacancies:
2
Company Description
As one of the world's leading human resource service organizations, Risewave, which is powered by Comrise, provides customized talent solutions that exceed our clients needs in various business scenarios. With our vast network of top talent, based all over the globe, we can lead your organization toward success.
More about Risewave:
5,000,000+ highly qualified candidates
2,000+ leading & emerging global clients
38 years of experience in talent solution
18 years of successful local practice
16 subdivision areas
Our Solutions:
Executive Search
Recruitment Process Outsourcing
Flexible Staffing
Cross Border Services
Recruitment Sharing Platform
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