Customer Service supervisorPH GLOBAL KIDS SMART FUTURE TECHNOLOGY INC.

Job Description:
Key Accountabilities
Contribute effectively to the team ensuring efforts are aligned toward achieving team goals
Implement the direction set by your people leader.
Complete specific tasks allocated.
Collaborate effectively to ensure team goals are achieved by providing input into decision making and problem solving.
Actively contribute to creating a culture of service excellence.
Be aware of and apply roles and responsibilities in accordance with Customer Service Policies.
Resource planning
Balance the needs of the customers, customer service and operations by providing efficient, effective scheduling for improved delivery of service level at real time, daily, weekly, monthly, and annual levels.
Produce documented analysis and reporting on performance for decision making.
Responsible for day-to-day performance of customer service department and resource planning.
Monitor e-commerce platforms performance.
Maintain Customer Database.
Improving the business
Identify trends and patterns to enhance capabilities of Customer Service Associates to ensure compliance to adherence and assist with identifying training and development opportunities to improve customer service delivery.
Work with the management team to Identify, amend and revise processes facilitating a culture of continuous improvement with an agile focus.
Customer service
Support customer services charter to deliver customer experience.
Effectively produce well planned rosters aimed at improving the level of service provided when engaging with our customers.
Provide quality reporting.
Analysis and reporting of customer service performance on a daily, weekly, monthly, and annual basis.
Chair a weekly internal workforce management meeting covering off previous, current, and future performance indicators and providing expert recommendations to maximize key KPIs.
Job Qualifications:
Candidate must possess at least a Bachelor's/College Degree in any field.
Excellent written and verbal communication skills.
Superb organizational skills.
Outstanding interpersonal skills.
Preferably 3 to 5 years of experience specializing in Customer Service or equivalent.
Has held a leadership role and led a team of 15-20.
Experienced in e-commerce industry is a plus.
Amenable to work on-site Monday to Saturday in BGC, Taguig.
Can start immediately