Customer Service Supervisor Job
Pasig, Metro Manila, Philippines
Mission Details
Key Responsibilities
Customer Intimacy
Serve as the primary point of contact for customer inquiries and concerns
Provide accurate product/service information and resolve issues efficiently
Lead annual customer satisfaction surveys and monitor action plans
Account & Order Management
Ensure timely and accurate order processing (within 24 hours of PO receipt)
Maintain an error rate of ≤0.10% in order entries
Collaborate with marketing on pricing, promos, and offers
Complaint & Returns Management
Resolve quality-related complaints within 30 days; non-quality within 60 days
Ensure all complaints are documented with signed Corrective Action Reports
Manage returns within 60–75 days and educate customers to minimize returns
Reporting & Analysis
Submit accurate monthly reports by the 5th working day
Escalate critical issues such as unresolved complaints over 30 days
Process Improvement & Inquiry Management
Recommend SOP enhancements to boost efficiency
Convert inquiries from various platforms into sales opportunities
Required Profile
Qualifications
Bachelor’s degree in Management or any related field
At least 3 years of experience in a similar role within a related industry
Knowledge & Skills
Proficient in MS Office and SAP
Proficiency in CRM systems (e.g., Salesforce, HubSpot, or similar platforms)
Strong communication, analytical, and problem-solving skills
Customer-focused with a keen eye for detail and continuous improvement
Attitude & Attributes
Self-motivated and collaborative
Strong sense of ownership and ethical work values
Innovative and adaptable in a dynamic market
Other Details
Occasional domestic travel required
Role operates in a fast-paced, competitive market environment
Job Segment:
CRM, Manager, Business Process, SAP, Customer Service, Technology, Management