Customer Service Supervisor, Paranaque

Job description

As the Customer Service Supervisor at Webzoid System Solutions Corporation, you will play a crucial role in leading and managing a team of customer service representatives. Responsible for overseeing the day-to-day operations of the customer service department, you will ensure exceptional customer experiences and drive continuous improvements in service delivery. This is a full-time position based in Paranaque City, Metro Manila.

What you'll be doing

• Customer Support & Issue Resolution: Deliver accurate and efficient support by providing product and service information, answering inquiries, and resolving emerging issues to ensure customer satisfaction and retention.
• Multi-channel Communication: Promptly respond to customer queries via phone, live chat, and email. Conduct outbound follow-ups when necessary to maintain high service standards.
• Team Leadership & Training: Manage, train, and supervise Customer Service Specialists. Conduct regular team meetings to set performance targets, provide coaching and guidance, and address concerns.
• Operational Oversight: Direct and assign daily tasks to ensure consistent and high-quality service delivery. Coordinate workflow across departments to optimize efficiency.
• Documentation & Confidentiality: Maintain accurate and confidential records of customer interactions, transactions, complaints, and feedback.
• Quality Assurance & Improvement: Reinforce customer service standards and conduct regular quality checks to ensure compliance. Recommend and implement policies aimed at improving service quality, increasing productivity, and minimizing business risks.
• Customer Engagement: Occasionally initiate outbound calls and manage email correspondence to ensure proactive customer engagement and resolution.
• Cross-Departmental Collaboration: Share customer insights and feedback with relevant departments to drive product and service improvements.
• Product Knowledge: Stay informed and updated on new products and services to ensure accurate and confident customer communication.
• Administrative Support: Assist in various administrative tasks such as maintaining files, handling customer documentation, and preparing reports.
• Ad Hoc Responsibilities: Perform additional duties as assigned to support the team and overall operational success.

What we're looking for

• At least 5 years of experience as a Chat and/or Voice Customer Service Specialist.
• Minimum 1-2 years in a supervisory or leadership capacity.
• Minimum 3 years of BPO experience; experience in local gaming support is a strong advantage.
• Strong written and verbal communication skills in both English and Tagalog.
• Proficient in using Customer Service Software, MS Office tools (Word, Excel, PowerPoint), and other office productivity platforms.
• Willing and able to work on shifting schedules and holidays as required.
• Excellent organizational, multitasking, and time-management skills.
• High level of professionalism and the ability to handle confidential information with discretion.

Join our dynamic team and be part of a company that values professionalism, growth, and customer satisfaction.

If youre passionate about delivering excellent service and ready to take the next step in your career, we want to hear from you!