**Job Title:** Support Manager
**Company:** Meralco
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 5
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**Job Description:**
Meralco is seeking a dedicated and passionate Support Manager to join our team in Cebu. This role is critical in ensuring our customers receive outstanding support and that our operational processes run smoothly. As a Support Manager, you will oversee the support functions, coordinate with various global teams, and facilitate a culture of excellence and improvement in service delivery.
**Key Responsibilities:**
- **Customer Support Oversight:** Ensure all support inquiries are addressed promptly and effectively, facilitating a high level of customer satisfaction.
- **Team Collaboration:** Work closely with local and international teams to promote information sharing, tackle unique challenges, and enhance service strategies.
- **Performance Analysis:** Utilize data and customer feedback to assess support performance metrics and identify areas for improvement.
- **Project Management:** Lead initiatives aimed at optimizing support processes, including the implementation of new technologies and methodologies that enhance service delivery.
- **Training and Development:** Mentor and train team members in best practices for customer service and support, fostering a culture of continuous learning and improvement.
- **Stakeholder Communication:** Liaise with internal stakeholders to keep them informed of support activities and gather insights for better service delivery.
- **Policies and Procedures:** Develop and update support policies to ensure compliance with Meralco standards and adapt to the dynamic needs of customers.
- **Emergency Response:** Act as a point of contact for business continuity in the event of service disruptions, ensuring a clear communication channel throughout the organization.
- **Reporting:** Generate regular reports on support operations, detailing performance, trends, and accomplishments, and present findings to management.
**Requirements:**
- **Experience:** A minimum of 5 years in a customer support or management role, preferably in the utilities or service industry.
- **Educational Background:** A Bachelor's degree in Business Administration, Management, or a related field.
**Personality Traits:**
- **Reliable:** A proven track record of dependability and accountability in managing tasks and responsibilities.
- **Passionate:** A genuine enthusiasm for customer service and a desire to make a positive impact on the customer experience.
**Soft Skills:**
- **Project Management:** Strong capabilities in planning, executing, and overseeing projects within the support function. Proficiency in project management tools is a plus.
- **Analytical Thinking:** Excellent analytical skills to evaluate data and feedback, identify trends, and propose actionable recommendations for improvement.
**Benefits:**
- Dental insurance to support your health needs.
- Free food to foster a collaborative working environment.
- Visa sponsorship for qualified candidates, ensuring a seamless relocation process.
**Working Environment:**
At Meralco, we value a collaborative working atmosphere where employees from diverse backgrounds unite to foster a global village mentality. Our team operates in a dynamic, inclusive environment that encourages innovation and the sharing of ideas across borders.
**Application Deadline:**
All applications must be submitted by September 19, 2024.
**Equal Opportunity Statement:**
Meralco is committed to creating a diverse environment and is proud to be an equal opportunity employer. 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. We encourage applicants from all backgrounds to apply.
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**How to Apply:**
If you meet the above qualifications and are excited about the opportunity to contribute to Meralco's mission of delivering exceptional customer service while cultivating a dynamic team environment, please submit your resume along with a cover letter detailing your relevant experience and motivation for applying to [insert application link or email address here].How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
