Head of Customer Service

Key Responsibilities

• Operational Management: Oversee the day-to-day operations of the customer service department, ensuring policies and procedures are followed and service standards are met.
• Team Leadership: Lead and manage a team of customer service representatives, managers, and supervisors, providing guidance, training, and support to ensure high performance and morale.
• Policy Development and Implementation: Develop and implement customer service policies, procedures, and service standards to enhance service quality and customer satisfaction.
• Performance Monitoring: Monitor and analyze customer service metrics and performance data, identifying areas for improvement and making recommendations for enhancements.
• Quality Assurance: Ensure the highest quality of customer service by implementing quality control measures through the QA Team, reviewing conduct of audits as well as spearhead the continuous improvement of service delivery processes.
• Issue Resolution: Handle complex and escalated customer complaints and issues, ensuring timely and effective resolution.
• Strategic Planning: Set the strategic direction for the customer service department, aligning with overall business objectives and goals.
• Workflow Management: Oversee the creation and implementation of efficient workflows to maximize service quality and customer satisfaction.
• Resource Planning and Allocation: Engage in resource planning and decision-making to support future products and releases, ensuring the necessary resources and tools are available for quality customer service delivery.
• Project Management: Coordinate and manage customer service projects and initiatives, ensuring successful execution and alignment with strategic goals.
• Collaboration: Work closely with other departments for training and re-training of CS staff, including goals to resolve customer issues and align customer service strategies with overall business objectives.
• Reporting: Prepare detailed reports and analytics on customer service activities for executive review, providing insights and recommendations for continuous improvement.

Qualification & Requirements

• Education: Bachelor’s degree in Business Administration, Management, or a related field. While a Master’s degree or Six Sigma Certification is preferred, it is not mandatory if the candidate has substantial and consistent experience in customer service.
• Experience: Minimum of 10 years of experience in customer service management, with at least 5 years in a senior role.
• Leadership Skills: Proven ability to lead a small to medium-sized, multifaceted team, effectively managing all aspects of customer service, technical support, and order management for a specific product. Must have a strong coaching and mentoring skills.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with customers, team members, and executives.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to handle complex and escalated issues effectively.
• Strategic Thinking: Ability to set strategic direction and align customer service strategies with overall business objectives.
• Technical Proficiency: Proficiency in customer service software and tools, including CRM systems.
• Interpersonal Skills: Strong interpersonal skills, with the ability to build and maintain relationships with key customers and stakeholders.
• Project Management: Experience in managing customer service projects and initiatives, with a track record of successful execution.
• Adaptability: Ability to adapt to changing business needs and environments, with a proactive approach to continuous improvement.

Working Conditions:

• Employment Status: Independent Contractor (open and rolling contract). The company will provide the salary in full and the contracting employee will be responsible for their own tax and government contributions. The Company will provide an insurance allowance in lieu of the HMO benefit.
• Availability: Full-time position (5 workings days per week). Given that Customer Service operates 24/7, the candidate must be available on call on urgent and extreme cases.
• Office-based in Dumaguete City, with occasional travel as required.
• Benefits provided: 13th month pay, Annual Performance Appraisal and Annual Performance Bonus, 14 days of Vacation Leave and 12 days Medical Leave.

Benefits

• Company Christmas gift
• Company events
• Flextime
• Free parking
• On-site parking
• Pay raise
• Supplemental Pay
  • 13th month salary
  • Performance bonus