Makati City Jobs Csd Manager Expat Position at Pacific Sea BPO Services, Inc.

CUSTOMER SERVICE MANAGER

Why work for PSP?

With 13 years of experience in the BPO industry in the Philippines; PSP is a pioneer in this space. It a great place to not only start your professional career, but also a place where experience matters.
PSP offers YOU an invaluable opportunity to work in a multi-national company with 500 staffs from different countries around Asia.

Benefits of being a PSP Expat Employee:

• First air ticket to the Philippines reimbursed fully by the Company
• FREE accommodation in Makati City with daily housemaid to clean the condo unit and wash your clothes (also includes utility bills and Wi-Fi paid for by the Company) ; Housing Allowance (stay out employees)
• Daily transport to and from the office (stay in)
• Taxes will be absorbed by the Company
• THIRTY (30) days Annual Leave
• After probation increment based on performance
• Bonus payout twice a year based on performance
• Annual festival Celebrations and gifts
• Life, Accidental and Medical Insurance Coverage
• Subsidized Gym Membership after confirmation
• HMO upon regularization
• Medicine Reimbursement
• Birthday Treat
• Nationality Celebration

The Customer Experience Manager will be responsible for setting and tracking metrics and goals for their team to ensure the highest levels of customer satisfaction. Key performance indicators (KPIs) should be established and regularly monitored. The Customer Experience Manager should work with their team to set achievable targets and develop action plans to improve performance. They will regularly review progress against metrics such as these, providing coaching and feedback to team members to improve performance and achieve goals.
By setting clear metrics and goals, the Customer Service Manager will be able to drive the team’s performance, improve customer satisfaction, and positively impact the overall success of the company.

Key Responsibilities:
• Manage a team of customer service representatives and supervisors to ensure all customer needs are met in a timely manner and ensuring that every task is done correctly and effectively and make sure that all aspects of customer service are established well.
• Manage customer inquiries and complaints, providing prompt and effective resolution to maintain high levels of customer satisfaction.
• Responsible for helping in the development and execution of training programs for customer service representatives.
• Serve as the point of escalation, having strong knowledge of our company’s services in order to provide prompt recommendations and assistance.
• Monitor customer feedback and identify areas for improvement in the customer service experience.
• Collaborate with operations and marketing, to improve the overall customer experience.
• Develop and implement customer service policies and procedures to ensure consistency and efficiency.
• Maintain accurate records of customer interactions and communicate key insights to the leadership team to inform business decisions.
• Monitor industry trends and best practices in customer service to continuously improve our customer experience strategies and processes.
• Trains and develops staff to promote a career development and talent succession within the company.
• Plan, coordinate and assign daily workload to customer service team.
• Implements company policies and procedures in the team and ensure necessary compliance.
• Other duties as assigned by the Upper Management Team.

Job Qualifications:
• Graduate of Bachelor’s/ Master’s Degree in Business Administration or any related field.
• With 5+ years of working experience in customer service, team management, and operations preferably in an Online Gaming/Casino industry.
• Excellent communication skills in English, both written and verbal, with the ability to communicate effectively with customers and internal stakeholders
• Preferably a Chinese (Mandarin) Speaker.
• Ability to work productively, efficiently & effectively with initiative and drive under pressure whilst maintaining attention to detail and quality.
•Ability to quickly accept and execute new changes。
• Strong leadership skills have initiative and know how to handle people with different and strong interpersonal skills.
• Strong analytical skills with the ability to interpret data and customer feedback to drive business decisions.
• Ability to work in a fast-paced, dynamic environment, managing multiple priorities and stakeholders simultaneously.
• Must also have outstanding skills in analysis, logic and math.
• Willing to work in shifting schedule and relocate in Makati City, Philippines.