**Job Title:** Remote Customer Support Manager
**Company:** Solaire Resort & Casino
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 8
---
**Company Overview:**
Solaire Resort & Casino is a premier destination for luxury and entertainment in the Philippines. At Solaire, we believe that exceptional hospitality and top-notch service are key to our guests' experiences. Join us in infusing joy and vibrancy into everything we do, and be part of a team that values resilience, energy, and commitment to excellence.
---
**Position Overview:**
We are seeking a dedicated and experienced Remote Customer Support Manager to lead our customer service team. This role is crucial in ensuring that our guests receive outstanding service and support while upholding the values and standards of Solaire Resort & Casino. The ideal candidate should have a robust background in customer support management, possess exceptional leadership qualities, and be excited to bring their positive energy and emotional intelligence to our dynamic team.
---
**Key Responsibilities:**
- **Team Leadership:** Oversee and manage a team of customer support agents, providing guidance, support, and motivation to meet and exceed performance goals.
- **Customer Experience Strategy:** Develop, implement, and continuously refine customer service strategies to enhance guest satisfaction and loyalty.
- **Training & Development:** Conduct regular training sessions focused on customer care best practices, emotional intelligence, and effective communication techniques to empower team members.
- **Performance Monitoring:** Track and analyze key performance indicators (KPIs) to assess team performance, identify areas for improvement, and implement action plans to achieve targeted outcomes.
- **Conflict Resolution:** Handle escalated customer inquiries and complaints with professionalism and empathy, ensuring timely and effective resolutions.
- **Quality Assurance:** Monitor customer interactions and provide feedback to promote a culture of continuous improvement and service excellence.
- **Multichannel Support:** Manage customer support across various communication platforms, including email, phone, chat, and social media, ensuring consistency and quality at all touchpoints.
- **Collaboration:** Work closely with other departments, including marketing, sales, and operations, to align customer service efforts with overall business objectives.
- **Reporting:** Prepare and present regular reports on customer support metrics, trends, and insights to senior management.
- **Joyful Work Environment:** Foster a lively and engaging work environment that inspires creativity, collaboration, and a sense of community among team members.
---
**Requirements:**
- **Experience:** Minimum of 8 years in customer support or management, preferably in the hospitality or gaming industry.
- **Educational Background:** Bachelor's degree in business, management, hospitality, or a related field is preferred.
- **Technical Skills:** Proficiency in customer relationship management (CRM) software and customer support tools; familiarity with data analysis and reporting.
- **Resilient & Energetic Personality:** Possess a positive attitude, resilience in challenging situations, and the ability to inspire the same in team members.
- **Emotional Intelligence:** Demonstrated capability to understand and manage emotions, both personally and in interactions with others, fostering strong relationships with guests and team members.
- **Presentation Skills:** Strong verbal and written communication skills, with the ability to present information clearly and persuasively across diverse audiences.
---
**Benefits:**
- **Remote Work Flexibility:** Enjoy the ability to work from home while contributing to a dynamic team.
- **Vision Insurance:** Comprehensive vision care coverage to support your health and well-being.
- **Parental Leave:** Generous parental leave policy to support work-life balance for growing families.
---
**Working Environment:**
At Solaire Resort & Casino, we are committed to creating a joyous and vibrant work environment. We believe that happy employees lead to happy guests. Our focus is on collaboration, creativity, and ensuring that every team member feels valued and energized.
---
**Deadline to Apply:**
All applications must be submitted by October 16, 2024.
---
**Equal Opportunity Statement:**
Solaire Resort & Casino is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or any other characteristic protected by law.
Join us at Solaire Resort & Casino and play a vital role in delivering unforgettable experiences to our guests!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
