Customer Service Representative - Supervisor (Local Account)

• Effectively supervise the performance of the Team Leader, Customer Service Representatives, and Salesforce Specialist.

• Ensures that all Customer Service Representatives and Salesforce Specialists are assessed and all training needs are cascaded within established guidelines.

• Provides orientation to subordinates on project revisions and/or new accounts.

• Ensures that all client requests, queries, and complaints are being addressed and/or resolved regularly including feedback.

• Act as 2nd level of escalation for client issues.

• Investigate and resolve customers’ problems, which may be complex or long-standing problems that have been passed on to the Customer Service Representatives.

• Ensures the quality of all Customer Service Representatives and Salesforce Specialists when interacting with customers and ensures their availability to meet the needs and expectations of the customers.

• Monitor and ensure the accuracy of reports generated by all Customer Service Representatives and Salesforce Specialists before submission.

• Prepares reports on a regular basis for submission to immediate superior.

• Exerts best effort that the Quality Objectives are met; implements and/or carries out quality improvement activities and functions as Customer Service Supervisor as may be formally and officially defined by the immediate superior or by the executive management.

REQUIREMENTS

• A Bachelor’s Degree in Information Technology, Business Administration, Marketing, and other related fields.

• At least 2 years of work experience in performing executive and administrative functions or in a similar position.

• Proficient knowledge of customer service, and standard office practices and procedures.

• Computer literate and knowledgeable in Basic Windows Applications.

• Keen on minute details, flexible, systematic, and results-oriented.

• Excellent in written and verbal communication skills.

• Ability to work well under pressure and with minimal supervision.

• With a strong leadership background that can handle problems quickly and efficiently