Pay Rate: P25,000 to P30,000

The Customer Service Supervisor is responsible for overseeing the daily operations of the customer service team, ensuring high-quality support across multiple channels, including email, chat, and phone inquiries. This role supervises customer service agents, monitors performance, provides coaching, and ensures adherence to service-level agreements (SLAs) and company policies.

As the first line of escalation for complex customer concerns, the Customer Service Supervisor is tasked with handling disputes, coordinating resolutions, and ensuring customer satisfaction. Additionally, this role is responsible for preparing reports on service performance and guided sales, as well as handling Department of Trade and Industry (DTI) cases and complaints.

Key Responsibilities:

Supervision & Team Management

• Oversee the daily operations of the customer service team, ensuring smooth workflow and adherence to SLAs.
• Monitor and evaluate agent performance, providing coaching and feedback to drive continuous improvement.
• Conduct regular team meetings to communicate updates, align on objectives, and reinforce customer service standards.
• Ensure proper workload distribution among agents to maintain efficiency and productivity.

Customer Support & Issue Resolution

• Serve as the first line of escalation for complex customer complaints and disputes.
• Coordinate with relevant departments to resolve escalated issues in a timely and satisfactory manner.
• Ensure all escalated cases are documented, monitored, and closed with proper resolution.
• Maintain a high level of product knowledge to effectively assist agents and customers with inquiries.

Training & Coaching

• Provide ongoing coaching and development to customer service agents to enhance performance and service quality.
• Conduct training sessions on Freshdesk usage, customer service best practices, and guided sales techniques.
• Assist in onboarding and mentoring new hires to ensure a smooth transition into the team.

Monitoring & Reporting

• Track and analyze customer service metrics, including response times, resolution rates, and guided sales performance.
• Generate and submit regular reports on customer inquiries, agent performance, and service trends.
• Provide insights and recommendations for service improvements based on data analysis.

Freshdesk Ticket & Quality Management

• Monitor ticket trends and agent performance to ensure compliance with response time and resolution SLAs.
• Conduct quality checks on customer interactions to maintain high service standards.
• Ensure proper categorization and resolution of tickets in Freshdesk, escalating critical issues as necessary.

DTI Case & Complaint Handling

• Manage and respond to customer complaints filed with the Department of Trade and Industry (DTI), ensuring compliance with legal and regulatory requirements.
• Work closely with internal teams, including legal and operations, to resolve DTI cases effectively.
• Maintain accurate records of all DTI cases and prepare reports on complaint resolution outcomes.

Collaboration & Coordination

• Work closely with logistics to provide accurate updates on order deliveries and returns.
• Coordinate with sales and marketing teams to relay customer insights and feedback for product and service improvements.
• Support promotional campaigns by ensuring customer inquiries related to discounts, loyalty programs, and special events are addressed efficiently.

Qualifications & Requirements:

• Bachelor’s degree in Business, Communications, Marketing, or a related field preferred.
• Minimum of three years of experience in a customer service or call center role, with at least one year in a supervisory position.
• Experience in handling escalations, dispute resolution, and customer complaint management.
• Proficiency in using Freshdesk or similar customer service ticketing tools.
• Strong leadership and coaching skills with a focus on team development.
• Strong verbal and written communication skills in both English and Tagalog.
• Ability to multitask and work efficiently under pressure.
• Excellent problem-solving and decision-making abilities.

Preferred Skills:

• Experience in handling customer service for an e-commerce or retail company.
• Knowledge of DTI regulations and processes related to customer complaints.
• Familiarity with social media customer engagement and community management.
• Strong analytical skills for tracking performance metrics and service improvements.
• Ability to handle sensitive customer interactions with professionalism and empathy.

Please refer to job description.