Customer Service Manager

**PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING***

JOB TITLE: CUSTOMER SERVICE MANAGER (Remote - WFH)

OFFER RATE: PHP 260 per hour (Full-time)

Working Hours: TBD (usually US hrs | Night shift)

JOB DESCRIPTION:

We are seeking a proactive and experienced Customer Service Manager to lead our dynamic customer care and retention team. The ideal candidate will have a strong background in managing customer-focused teams and implementing effective strategies to enhance customer satisfaction and retention rates.

JOB RESPONSIBILITIES:

• Lead and mentor a team of customer care representatives to deliver exceptional service and support to our valued customers.
• Develop and implement customer retention strategies to foster long-term relationships and reduce churn rates.
• Analyze customer feedback and data to identify areas for improvement and implement actionable solutions.
• Collaborate with cross- functional teams to develop targeted customer engagement campaigns and promotions.
• Monitor key performance indicators (KPIs) related to customer satisfaction, retention rates, and team promotions.
• Monitor key performance indicators (KPIs) related to customer satisfaction, retention rates, and team performance.
• Handle escalated customer inquiries and complaints, ensuring prompt and satisfactory resolution.
• Respond to review emails from customers in a timely and professional manner, addressing any concerns or issues raised.
• Investigate and handle BBB complaint cases against the company, ensuring compliance with BBB standards and regulations.
• Develop and implement strategies to prevent future BBB complaints and enhance overall customer satisfaction.

JOB REQUIREMENTS:

• Upper management experience
• Experienced as a Customer Service Manager
• Experienced as a Customer Care Representative
• Experienced leading and mentoring individuals