Customer Service Manager, Makati

Job Duties and Responsibilities:

1. Team Leadership:

- Lead and manage a team of service technicians and support staff.

- Set performance goals, provide coaching, and conduct performance evaluations.

- Foster a positive and collaborative team culture.

2. Customer Service:

- Ensure exceptional customer service is provided at all times.

- Handle escalated customer concerns and issues, striving for resolution and satisfaction.

- Monitor customer feedback and implement improvements based on feedback.

3. Service Operations:

- Oversee daily service operations, ensuring efficiency and quality.

- Develop and maintain service processes and standard operating procedures (SOPs).

- Manage service schedules and prioritize tasks to meet deadlines.

4. Technical Expertise:

- Stay updated on industry trends and technologies related to the services offered.

- Provide technical guidance to the service team and assist in complex problem-solving.

5. Inventory and Resource Management:

- Manage service equipment and inventory, ensuring availability and proper maintenance.

- Allocate resources effectively to meet service demands and budget constraints.

6. Reporting and Documentation:

- Maintain accurate records of service activities, including work orders, reports, and invoices.

- Generate regular reports on service performance, analyzing key metrics.

7. Safety Compliance:

- Ensure that all service operations comply with safety regulations and guidelines.

- Promote a safety-first culture among the team members.

8. Budget Management:

- Develop and manage the service department budget.

- Monitor expenses, identify cost-saving opportunities, and optimize resource allocation.

9. Training and Development:

- Identify training needs for service team members and organize training programs.

- Foster professional growth and skill development among staff.

10. Vendor and Supplier Relations:

- Negotiate contracts and maintain relationships with external suppliers and vendors.

- Monitor vendor performance and ensure timely deliveries.