Customer Service Manager

SONAK is looking for a Customer Service Manager to oversee and ensure good performance for its customer service teams. The Customer Service Manager will supervise CS cases and representatives involved with 3 Brands set up with 2 E-Commerce sites and around 30 physical stores.- Leads customer service team to deliver consistently high standards of customer support- Create and track overall departmental metrics to identify gaps in processes and recommend improvements or drive process efficiencies to improve the department's various workflows.- Maintains a thorough understanding of incoming ticket volume and causes.- Manages and/or participates on task forces and other project teams across departments.- Assure team adherence to case management, response and resolution requirements.- Escalates and facilitates resolution of high severity customer issues.- Works with management team to evaluate and make recommendations to improve department procedures.- Provides training, coaching, and mentoring to team members as needed and proactively monitors performance.- Provides performance feedback on team members and provides input to performance reviews.- Encourages effective and constructive feedback mechanism within the team and across teams to consistently improve and reach higher levels of efficiency and performance.- Handles high priority cases as needed**Key Requirements**:- Degree in Business Administration, Marketing or related field.- Experience with Salesforce or other CRM systems is preferred.- Proven experience in driving adoption and programs, including the development of frameworks and operational best practices.- Strong stakeholder management skills and communication capability.- Self-motivated, pro-active and able to work under pressure.- Thrive in a fast-paced and dynamic environment with various business unit stakeholders.**Job Types**: Full-time, Permanent**Salary**: Up to Php50,000.00 per month**Benefits**:- Additional leave- Company events- Employee discount- Free parking- Health insurance- Life insurance- On-site parking- Opportunities for promotion- Pay raise- Promotion to permanent employeeSchedule:- 8 hour shiftSupplemental Pay:- 13th month salary- Overtime pay- Performance bonus**Experience**:- Customer Service: 1 year (required)Willingness to travel:- 100% (required)