Customer Services Manager

2 weeks ago

Ho Chi Minh City, Vietnam Uponly NV Full time

Customer Service Manager Responsibilities
- Strategically lead the customer service department to enhance performance of our representatives by setting clear key performance indicators (KPIs) and career path planning for successful agents.
- Create processes to achieve the goals and objectives of the customer relations department given by the Top Management.
- Develop strategies and lead recommendations for improving customer experience and the overall operation of the department and brand.
- Plan and organize all customer relations training activities and formulate the knowledge base library of the brand.
- Oversee customer relations performance metrics and prepare monthly/quarterly for senior management.
- Understand company and departmental guidelines, policies, and procedures and implement them in daily operation.
- Create strategies maintain effective communication with internal stakeholders.

**Requirements**:

- 5 years of experience in Customer Relations field, a proven leadership-related experience, and an established track record of exceeding targets.
- Prior management experience, strategic level role is highly preferred, as well as working experience in account management.
- Thorough understanding of a variety of Customer Relations concepts, metrics, best practices, procedures, and technical systems.
- Experience with drafting, implementing, and executing policies and procedures to facilitate a quality Customer Relations experience.
- Ability to communicate with employees and customers in a respectful and professional way.
- Must be willing to relocate in Makati, Philippines

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