Customer Service ManagerCIS BAYAD CENTER

Job Summary:
Responsible for planning, analyzing, implementingand directing Customer Service programs and initiatives and ensures effective and efficient operational activities and provides solutions that enhance the company's quality of transactional customer experience
General Responsibilities:
1. Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; prepares and completes action plans; implementing customer service standards; identifying customer trends and resolving problems.
2. Meets customer service financial objectives by forecasting requirements, preparing annual budget; scheduling expenditures, analyzing variances and initiating corrective actions.
3. Determines customer service requirements by maintaining contact withcustomers, visiting operational environments, conducting surveys, benchmarking best practices and analyzing information.
4. Improves customer service quality results by studying and evaluating processes, establishing and communicating service metrics, monitoring and analyzing results and implements changes.
5. Maximizes customer operational performance by providing helpdesk resources and technical advices, resolving problems, disseminating advisories, warning and new techniques for fast detection of problems and system errors.
6. Acts and decides on all concerns, issues and problems in transactional customer experience and recommends action and resolution for concerns, issues and problems beyond his scope of authority.
7. Defines work expectations and ensures workprogress of Customer Service staff by monitoring, controlling activities, evaluating performance, enforcing discipline when necessary, and initiating career enhancement activities / programs especially designed for the staff's career development.
Graduate of Bachelor's degree in Business Management, Business Administration, Sales, Marketing, Human Resources -Training and Development, Industrial Engineerand/or other related courses
At least five (5) years work experience preferably as a Customer Service and/orRelationship Manager
Proficient on MS Office
Highly people and service oriented
Has strong collaboration, communication and interpersonal skills
Business Understanding
Customer Engagement
Resolution process
Work from Home
Gym Membership
Life Insurance
Medical / Health Insurance
Paid Sick Leave
Flexitime
Performance Bonus
Paid Holidays
Paid Vacation Leave
Transportation Allowances
Maternity & Paternity Leave
Medical, Prescription, Dental, or Vision Plans
Mid-Senior Level / Manager Customer Service Financial Services 1 opening Bachelor's degree graduate
BAYAD is the biggest and widest multi-channel payment platform in the Philippines to date. With more than 20 solid years in the business, Bayad continues to trailblaze the industry as it evolves from an over-the-counter payment collection service into a full-service fintech company, offering a whole suite of financial products and services, available in its physical (on-site) and digital (online) touchpoints.• Established in May 1996, Bayad pioneered the outsourced payment collection service in the country• A subsidiary of the Manila Electric Company (MERALCO)• Member of the MVP group of companies• Providing bills payment service to major corporations, financial institutions, and various retail establishments, Bayad makes payments more accessible through its more than 49,000 physical touchpoints nationwide• Powering the bills payment service of leading mobile applications and online platforms, Bayad expands its footprint in the digital space catering to more than 82 million digitally-inclined Filipinos• Consistently recognized by billing institutions, government agencies, and various organizations for its significant contribution in elevating the financial experience of the FilipinosProduct & Services: Outsourced Payment Collection Services
Kalibrr

Pasig City, Metro Manila
Permanent
Full-time