Customer Service Department Head

CM Trade Group is looking for a Customer Service Department Head who is ready to grow their career in the exciting world of online business.

We are looking for a person with extensive management experience preferably in the BPO or VA industry. This person will be responsible for the overall direction and coordination of our Customer Service Department. The key responsibilities are as follows:

• Develop and implement customer service policies and procedures
• Maintain an orderly workflow according to priorities.
• Handle complex and escalated customer service issues.
• Manages Key Performance Indicators to drive team performance and meet department targets.
• Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Identify and address staff training and coaching needs.
• Identify and implement strategies to improve quality of service, productivity and profitability.
• Coordinates with HR on forecasted attrition and manpower needs of the department.
• Attends meeting with executive management concerning possible issues and recommendations to improve processes.


Salary range: P20,000– P30,000 (depending on experience)


Benefits include:
• Work from home
• Monthly Internet Reimbursement upon completion of one year employment and evaluation
• Bonuses and incentives
• Day Shift schedule

Qualifications:
• At least 2 years working experience as a customer service manager or in providing customer service support
• In-depth knowledge of customer service principles and practices
• Excellent analytical, problem solving, and troubleshooting skills- ability to define problems, collect data, establish facts and draw conclusions
• Exceptional, professional communication skills both written and verbal
• Effective presentation skills
• Ability to think logically, communicate clearly and diplomatically
• Ability to self-manage, self-motivate and be accountable for assignments and related deadlines
• Excellent motivational skills with a demonstrated ability to develop leaders

How to Apply:

Please email your cover letter and resume to cmtrade_onlinejobs@antrading.biz
In your cover letter please indicate why you are the best candidate for this position.
To ensure that you have read this Job Ad in full, please indicate, “I AM YOUR DEPARTMENT HEAD” in the email subject.


Thank you!