**Job Title:** Customer Service Manager
**Company:** BeamAndGo
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience Required:** 6 years
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### Job Description
BeamAndGo is seeking a dedicated and experienced Customer Service Manager to join our dynamic team in Cebu, Central Visayas. As a part-time position, the ideal candidate will possess a strong foundation in customer service, a passion for excellence, and the ability to manage and inspire a growing team. This role is pivotal to our mission of providing exceptional service to our customers, enhancing their experience with BeamAndGo.
### Key Responsibilities
1. **Team Leadership:**
- Lead and mentor the customer service team to ensure that they provide the highest level of service.
- Foster a positive and collaborative team environment, encouraging professional development and ongoing training.
- Conduct regular performance reviews and provide constructive feedback to team members.
2. **Customer Relations:**
- Oversee all customer interactions and ensure prompt, courteous, and effective support for customer inquiries.
- Develop and implement customer service policies and procedures to enhance customer satisfaction.
- Handle complex customer complaints and escalate issues when necessary, ensuring resolution and customer retention.
3. **Strategy Development:**
- Collaborate with the management team to develop strategies for improving customer service operations.
- Analyze customer feedback and service metrics; use data-driven insights to implement improvements.
- Create a customer journey map to identify potential pain points and enhance the overall customer experience.
4. **Performance Metrics:**
- Establish key performance indicators (KPIs) for the customer service team and regularly monitor performance against these metrics.
- Generate reports on customer service performance, utilizing data to identify trends and areas for improvement.
- Implement initiatives to meet or exceed service level expectations.
5. **Collaboration and Communication:**
- Work closely with other departments, such as sales, marketing, and product development, to ensure customer needs are accurately communicated and met.
- Train staff on the customer service software and tools utilized by the company.
- Organize and conduct regular team meetings to ensure alignment with company goals and objectives.
6. **Process Improvement:**
- Continuously seek opportunities to improve customer service processes for efficiency and effectiveness.
- Stay updated on industry trends and best practices related to customer service to implement new strategies.
- Lead special projects to enhance customer engagement and service innovation.
### Requirements
- **Experience:** Minimum of 6 years in customer service management or a related field, with demonstrated leadership experience.
- **Education:** Bachelor's degree in Business Administration, Communications, or a relevant field is preferred.
- **Personality Traits:**
- **Adaptable:** Ability to thrive in a fast-paced and evolving environment.
- **Motivated:** Self-driven with a strong desire to achieve goals and meet customer needs.
- **Soft Skills:**
- **Strategic Planning:** Proven ability to develop effective strategies that align with company goals.
- **Attention to Detail:** Strong focus on accuracy and quality in all aspects of customer service.
- **Technical Skills:** Proficiency in customer service software (e.g., Zendesk, Freshdesk), CRM systems, and Microsoft Office Suite.
- **Communication Skills:** Excellent verbal and written communication skills, with the ability to communicate effectively with diverse audiences.
### Benefits
- Joining Bonus
- Paid Time Off (PTO)
- Disability Insurance
### Working Environment
At BeamAndGo, we strive for excellence and uphold the highest standards in all our endeavors. We are committed to creating a culture of respect, inclusion, and continuous improvement where every team member can excel and contribute to our mission.
### Application Deadline
Please submit your application by **October 5, 2024**.
### Equal Opportunity Statement
BeamAndGo is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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We look forward to receiving your application and hope to welcome you to our team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
