Customer Service ManagerYourMembership Philippines

Established in 1998, YourMembership helps associations, organizations, publishers and other companies around the world provide more value to their users, drive non-dues revenue through innovative career centers and buyers guides, increase their relevance through innovative engagement tools, and enhance overall operational efficiencies. YourMembership's SaaS-model membership management solution provides associations with the tools they need to effectively brand their organizations, engage their customer bases, and streamline their administrative processes.
 
As the globe's largest provider of membership management and association management software, YourMembership now provides comprehensive membership solutions to over 4,300 customers in 32 countries. Headquartered in St. Petersburg, Florida, YourMembership has additional offices in Chicago, Illinois; Austin, Texas; New London, Connecticut, Peterborough, United Kingdom and just started operation at Cebu City, Philippines last January 18, 2016.
 
CUSTOMER SERVICE MANAGER
 
Job Summary
 
Supervises a staff of customer support representatives that provide support to customers and/or end users. Manages the daily workload to ensure required service volume and quality levels are attained. Assists with critical customer escalations. Trains and coach staff in standard policies, procedures, and best practices.
Job Responsibilities
Manages a team or unit of customer service representatives and ensures service levels are met or exceeded.
Establish efficient and balanced work flows that maximize efficiency and produce high levels of service quality and customer satisfaction.
Monitor and measure service metrics and utilize to develop standards, improvements, or changes to process.
Make recommendations for changes to products or services based on customer feedback and requests.
Accountable for all aspects of the client relationship; training services team on technology, communication, review and comprehend reporting metrics around clients to identify areas for improvement
Job Requirements
Typically requires a bachelor's degree or its equivalent
At least 5 years' experience in the related area as an individual contributor
2 to 4 years supervisory experience may be required
Proactive, professional account/partnership management and relationship-building skills.
High-level oral, written, and consultative communication skills.
Demonstrated excellence in interpersonal skills and a customer service focus.
Skilled at effectively presenting and selling solutions, ideas, and concepts over the phone.
Demonstrated leadership/supervisory and project management skills.
Self-motivated, goal-oriented, and driven to succeed.
Positive, Passionate, Superior customer focused mindset

Managerial / Supervisory