Job Description
Join Satellite Office as a Customer Service Supervisor and lead our dynamic team in delivering exceptional customer experiences. Based in our Ortigas headquarters, you'll play a pivotal role in shaping our service culture while driving team performance and customer satisfaction. This on-site position offers the opportunity to develop leadership skills in a fast-paced environment where your expertise will directly impact business growth and client retention. As a key member of our operations team, you'll collaborate with cross-functional departments to implement innovative service strategies and maintain industry-leading standards. Satellite Office provides a supportive atmosphere where your contributions are recognized, and professional development is prioritized through continuous training and mentorship programs.
Responsibilities
- Supervise and mentor customer service representatives to ensure high-quality interactions
- Monitor team performance metrics and implement improvement strategies
- Handle escalated customer inquiries and resolve complex issues
- Develop and conduct training programs for new and existing team members
- Analyze customer feedback to identify service enhancement opportunities
- Collaborate with HR on recruitment, scheduling, and performance evaluations
- Maintain detailed documentation of customer interactions and resolutions
Qualifications
- Bachelor's degree in Business Administration, Communications, or related field
- Minimum 3 years of customer service experience with 1+ years in a supervisory role
- Proven track record in team leadership and performance management
- Strong problem-solving and conflict resolution abilities
- Proficiency in CRM systems and customer service software
- Excellent communication skills in both English and Filipino
- Ability to work flexible hours including weekends and holidays