Customer Care Call Center Manager at Satellite Office

Job Description

Interpersonal Role

Positive mental attitude and enthusiasm

-          Remain open and positive in times of change and increases in work volume

-          Uphold or foster positive team morale when faced with business challenges 

-  Share stories and experiences that enhance the Company’s culture

Positive self-leadership and being a team player

-          Work cooperatively to problem solve and achieve work requirements, especially when work volumes are high or unexpected challenges arise

-          Positively influence others as well as remaining open to being influenced yourself (a learning/growth mindset)

-          Efficiently organise responsibilities for yourself and the team where needed

-          Seamlessly interact and exchange information with everyone you interact with both inside and outside

Company’s Measures / Evaluation

-          Line Manager feedback on performance and behaviours and teamwork

-          Work completed to standard and within established timeframes

-          Examples of stories shared, written communication

Customer Service & Call Centre

•          Manage the offshore service Call Centre operations of the company

•          Lead, own and develop the customer service team through effective coaching.

•          Experience in a Call Centre environment by answering phone and email enquiries from customers and internal staff regarding after-delivery issues

•          Provide knowledgeable, courteous and helpful customer service

•          Ensure customer satisfaction in every transaction

•          Organise for internal or external person(s) to undertake customer visits and inspection when advised by Head Office Service Department

•          Trouble shoot, problem solve and offer the best possible solution to customer queries

•          Assess severity of customer service issues with the appropriate sense of urgency

•          Prepare and enter service information into the DISTRIB computer system with very high accuracy and in a timely manner

•          Coordinate and manage customer service jobs for Service Technicians and provide administrative support

•          Escalate all incidents as required in accordance with current work procedures

•          Report and log customer concerns or requirements to staff in other departments in an appropriate and timely manner to minimise customer dissatisfaction

•          Furniture background & experience required minimum of 5 years.

•          Understanding of lounges and case goods.

•          Identify quality trend faults through service and highlight to the General Manager of Service Review

•          Daily Review of the assigned service calls status and make sure that all reviews are completed daily.

•          Log Service tickets to service call

•          Supporting and training the service team and making sure the daily KPI are met.

WORKPLACE HEALTH & SAFETY

•          Participate in work health and safety programs/ training/ drills (e.g. monthly Workplace Inspection Checklist) and follow all safe work policies and procedures. 

•          Support the service team by being proactive in identifying/investigating potential hazards, risks or any injuries; and take timely and appropriate action to report, control, rectify and/or monitor hazards or risks as required. 

•          Ensure all non-work injuries are immediately reported to the Service Manager for company to assess the provision of a safe work environment.

WORKPLACE BEHAVIOUR

•          Foster a positive workplace culture and create a safe work environment

•          Behave in a manner that reflects the company’s culture

•          Comply with all directions given and do your best work every day

•          Treat everyone with respect, especially listening to understand differing points of view and be cooperative

•          Strive to meet all work requirements and continuous improvement

•          Be flexible to work until jobs are completed (including overtime where necessary)

•          Strive to meet deadlines and work quality expectations

•          Keep colleagues and manager informed of work progress and notify them where deadlines will not be met

•          Follow through on commitments and confirm when important work tasks are completed 

•          Demonstrate 100% commitment to safety policies and procedures

•          Be proactive in identifying and resolving workplace risks

•          Be ethical and follow all company policies and procedures and not abuse workplace rights (e.g. personal/sick leave)

•          Immediately report all workplace misconduct and breaches of company policy and procedure to your manager

•          Be responsive to feedback, especially where improvement is required

•          Protect the business profits and report irregularities or errors immediately

Work Setup: On – Site in Uptown, BGC

Schedule: Dayshift

About Satellite Office

Satellite Office provides premium staffing solutions for small to medium sized businesses, assisting them to build their own dedicated teams in the Philippines. Using our 20+ years experience in the BPO industry, we will build and manage tailored remote staff for each client we partner with.

Location: Taguig, Metro Manila, Philippines

Salary: Negotiable salary

Referral Reward: 20,000 PHP

Starting: Now

Contract: Full Time

Company Website: Visit

Tags:
Customer Care Call Manager Customer Management Manager

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