**Job Title:** Online Account Support Manager
**Company:** PLDT
**Location:** Davao City, Davao, PH
**Job Type:** Part-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6+ years
**Overview:**
PLDT is seeking an energetic and driven Online Account Support Manager to join our dynamic team in Davao City. This is an exciting opportunity for a professional who possesses a deep understanding of online account management and a commitment to delivering exceptional service. Your role will be pivotal in enhancing customer relationships, ensuring seamless service delivery, and contributing to our overall success.
**Key Responsibilities:**
1. **Customer Account Management:**
- Serve as the primary point of contact for assigned accounts, providing day-to-day support and addressing customer inquiries and issues promptly.
- Develop and maintain strong relationships with clients through proactive communication and regular check-ins.
- Monitor account performance, identifying opportunities for service improvement and upselling additional products and services.
2. **Issue Resolution:**
- Tackle customer complaints and concerns using effective problem-solving skills, ensuring that issues are resolved in a timely and satisfactory manner.
- Collaborate with internal teams, such as technical support and sales, to facilitate smooth resolutions for customer issues.
3. **Reporting and Analytics:**
- Generate and analyze customer account reports to track key metrics, performance indicators, and client satisfaction levels.
- Provide actionable insights and recommendations to management based on data analysis.
4. **Training and Mentorship:**
- Conduct training sessions for junior team members on best practices in account management and customer service.
- Mentor new hires and help cultivate a team-oriented environment that values knowledge sharing and collaboration.
5. **Process Improvement:**
- Identify and implement enhancements to existing processes to increase efficiency and improve customer experience.
- Participate in team meetings, offering constructive feedback and innovative ideas for service delivery enhancements.
6. **Customer Experience Enhancement:**
- Actively engage with clients to understand their needs and expectations, striving to exceed them consistently.
- Implement and promote strategies to enhance the overall customer journey and build loyalty.
**Requirements:**
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Minimum of 6 years of experience in online account management, customer service, or a related area.
- Proven track record of managing large accounts and delivering high levels of customer satisfaction.
- Exceptional adaptability and attention to detail in managing multiple accounts and competing priorities.
- Strong verbal and written communication skills to effectively engage with clients and internal stakeholders.
- A driven personality who thrives in dynamic environments and is committed to achieving individual and team goals.
- Ability to quickly learn and adapt to new technologies, software applications, and processes.
**Benefits:**
- Vision insurance to support your health and well-being.
- Complimentary meals to keep you energized during your work day.
- Opportunities for travel, allowing you to expand your professional network and experience different cultures.
**Working Environment:**
At PLDT, we encourage autonomy and independence in our employees, creating an environment that fosters trust and allows individuals to excel in their roles. We believe in empowering our team members to take initiative and contribute to the success of both their personal goals and the company's mission.
**Deadline to Apply:**
All applications must be submitted by ******** .
**Equal Opportunity Statement:**
PLDT 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 identity, sexual orientation, national origin, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
