**THIS POSITION IS NOT WORK FROM HOME.
THE WORK MUST BE PERFORM AT THE OFFICE LOCATION ONLY AND ABLE TO WORK OVERNIGHT SHIFT.
**
RigelNet if looking for a Full-time Customer Support Manager to manage our Customer Support Department, someone with highly technical skills.
RigelNet's is a small software company that mainly test software products to serve the behavioral health and mental health fields, as well as, other industries.
We work closed with our overseas company customer on day to day basis.
Summary and Objective
Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.
Competencies:
Time Management, Organizational skills, Technical Capacity, Customer/Client Focus, Leadership, Performance Management, Business Oriented, communication skills, supervisory skills, problem analysis and problem-solving, decision-making, planning and organizing, initiative, flexibility, presentation skills, stress tolerance
Management Roles:
Recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.
Technical Skills:
Highly Technical, SharePoint, printers and drivers, VPN, remote access, Windows program, Android and Apple devices.
Main Job Tasks and Responsibilities
Develop and implement customer service policies and procedures (recognize common issues from phone calls)
Review customer complaints
Handle complex and escalated customer service issues
Track customer complaint resolution
Monitor accuracy of reporting and data base information (phone log)
Analyze relevant data to determine customer service outputs
Identify and implement strategies to improve quality of service, productivity and profitability
Liaise with company management to support and implement growth strategies
Identify training materials for customers based on calls received.
Plan, prioritize and delegate work tasks to ensure proper functioning of the department
Ensure the necessary resources and tools are available for quality customer service delivery
Co-ordinate and manage customer service projects and initiatives
Direct the daily operations of the customer service team
Evaluate and performance manage staff
Identify and address staff training and coaching needs
Define and communicate customer service standards
Education and Experience:
- Behavioral Health and Mental Health knowledge, OHCA and ODMSAS processes knowledge
- Customer service experience
- In-depth knowledge of customer service principles and practices
- Supervisory or team lead experience
**Skills**:Organization Skills
Time Management
Problems solving skills
Staff Training
Analytical Skills
Client Focus
**Benefits**:
Paid vacation.
Paid Personal Time Off.
Paid Regular Holidays.
Paid overtime 13th month Pay.
Paid Benefits after 90 of probationary period
**Education Requirements**:
Computer Science bachelor degree preferred but not required
**Good Pay, **Monthly allowance, **Casual work Environment, **Paid Training, **Up front training**
**Able to travel to Makati City for in-person Interview**
Pay: Php40,000.00 - Php50,000.00 per month
Schedule:
- 8 hour shift
- Night shift
COVID-19 considerations:
wear mask, and vaccination required.
Ability to commute/relocate:
- Makati City: Reliably commute or planning to relocate before starting work (required)
**Education**:
- Bachelor's (preferred)
**Experience**:
- software testing: 1 year (preferred)
- technical support: 1 year (preferred)
- managing team members: 1 year (preferred)
- customer support management: 1 year (preferred)
Shift availability:
- Overnight Shift (required)