**Job Title:** Remote Customer Service Manager
**Company:** Taxumo
**Location:** Makati, NCR, Philippines
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 6+
### Job Description
Taxumo, a leading provider of tax management solutions in the Philippines, is seeking a dedicated and experienced Remote Customer Service Manager to join our dynamic team. This part-time role is perfect for someone who thrives in a fast-paced, collaborative environment and has a passion for delivering outstanding customer service.
As a Remote Customer Service Manager, you will be responsible for overseeing our customer service operations. Your goal will be to ensure that our clients receive the highest level of service possible while fostering a culture of continuous improvement and employee engagement. You will lead a team of customer service representatives, develop strategies for exceptional customer experiences, and contribute to the overall success of our organization.
### Key Responsibilities
- **Team Leadership:**
- Manage and oversee day-to-day operations of the customer service team.
- Hire, train, and develop team members, ensuring they have the necessary tools and knowledge to excel in their roles.
- Conduct performance evaluations, provide feedback, and create professional development plans for team members.
- **Customer Experience Strategy:**
- Develop and implement customer service policies and procedures to enhance customer satisfaction.
- Analyze customer feedback and service metrics to identify areas for improvement and initiate corrective actions.
- Create and maintain customer service performance benchmarks and reports.
- **Problem Resolution:**
- Serve as the primary point of escalation for complex customer issues, employing effective problem-solving strategies.
- Collaborate with other departments, such as product development and marketing, to ensure customer feedback is addressed and implemented.
- **Communication and Collaboration:**
- Foster open and effective communication within the team and across the organization.
- Conduct regular team meetings to share updates on policies, products, and services.
- **Adaptation & Change Management:**
- Embrace and lead change initiatives within the customer service department, adapting procedures and processes as needed to meet evolving customer needs.
- Assist in the development of new customer service technologies or software, ensuring smooth implementation and staff training.
### Requirements
- **Education and Experience:**
- Bachelor's degree in Business Administration, Communications, or related field.
- A minimum of 6 years of experience in customer service management or a similar role.
- Proven experience managing and leading customer service teams, preferably in a remote setting.
- **Technical Skills:**
- Proficient in customer service software and tools, including CRM systems.
- Familiarity with data analysis and performance metrics to drive continuous improvement.
- **Personal Traits:**
- Highly motivated and independent, with a strong intrinsic drive to achieve results.
- Adaptable to change and able to thrive in a dynamic work environment.
- **Soft Skills:**
- Excellent problem-solving skills and a proactive approach to identifying and resolving issues.
- Strong interpersonal and communication skills, with the ability to build rapport with team members and customers alike.
### Benefits
- Profit sharing model based on the company's performance.
- Comprehensive medical coverage to support your health needs.
- Paid overtime for hours worked beyond your designated schedule.
### Working Environment
At Taxumo, we foster a culture that embraces change and responds resiliently to challenges. We believe in collaboration, innovation, and creating an environment where our team members can flourish both personally and professionally.
**Deadline to Apply: October 2, 2024**
### Equal Opportunity Statement
Taxumo is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage all qualified candidates to apply, regardless of race, gender, age, sexual orientation, disability, or any other protected status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
