Customer Service ManagerYourMembership Limited Corporation (Cebu)

DUTIES & RESPONSIBILITIES:
· Manages a team of support specialists, monitors and reviews responses and resolutions with customers
· Provides coaching and feedback in regular one on ones with employees
· Evaluate team activities against KPI's
· 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
· Manages critical customer issues and expectations.
· Guides team to accomplish goals that are set
· Estimates headcount and assigns work to meet these needs
· Participates in performance management and evaluations of team members
· Participates in hiring of team members
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
· Experience:
o Bachelor's Degree or equivalent experience
o 3-5 years of experience working in a customer support and/or call-center environment
o 1-3 year of experience of management experience
o Experience working in technology is preferred
· Computer/Technical:
o Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
o Demonstrate ability to learn and understand complex office software applications
· Other Skills:
o Strong leadership and development skills
o Strong organizational skills
o Excellent verbal and written communication skills
o Telephone skills/etiquette; call screening
o Ability to prioritize work and handle multiple tasks
o Excellent time management skills
o Meeting scheduling and logistics
o Attention to detail