Customer support managerWall Street Courier Services

The Customer Support Manager's role is primarily to ensure that the Service Delivery Assurance department provides outstanding service to both internal and external customers and audit the overall service provided by other stakeholders in Ninja Van PH. This mostly involves creating and implementing support policies and procedures, monitoring observing employees within the Service Delivery Assurance Team and their performance. The Customer Support Manager oversees the Service Delivery Assurance team's day-to-day functions.
The Customer Support Manager oversees the Service Delivery Assurance Team Lead and the Service Delivery Assurance Leads and reports to the Head of Customer Support.
Main Duties:
Improve overall customer service experience by efficiently implementing processes involving other stakeholders within and outside the CS department
Take ownership of the day to day of the Service Delivery Assurance Team's Operations management
Develop and implement service procedures, policies, and standards
Keep accurate records and document customer service actions and discussions
Analyze statistics and compile accurate reports
Keep ahead of industry's developments and apply best practices to areas of improvement
Other tasks may be assigned by the Head of CS
Qualifications:
BS/BA Degree in any field
3 years working experience as a Customer Service Manager
Experience in providing customer service support
Excellent knowledge of management methods and techniques
Proficiency in English
Working knowledge of customer service software, databases, and tools
Awareness of industry's latest technology trends and applications
Ability to think strategically and to lead
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Customer service orientation
Willing to work on shifting schedules