applied online

Service Quality Manager

at Company Confidential in Metro Manila
Published at Feb 28, 2013

ROLE DESCRITION:

He/She shall be directly reporting to the Head of Service Quality Management Group and shall oversee the Customer Service Associates.

—Formulate and implement policies specific to Customer Service Quality for both internal and external clients
—Implement Customer Service measures and metrics (i.e. Mystery Shopping, Satisfaction Surveys and CS dashboards, EXQ etc), as well as ensuring adherence to such
—Roll-out regular cascades of product/service updates through email advices, Service Clinics, service -Scripts, and learning session
—Ensure that CSQM Team is well equipped with the necessary knowledge on products, services and policies by conducting learning sessions, cascades, etc.
—Create the necessary tools necessary to monitor customer service initiatives, adherence to CS policy, Cs knowledge dissemination, CS Team Development
—Partner with operations and support groups in ensuring that all customer service initiatives are properly rolled-out and complied with

SKILLS AND QUALIFICATIONS:

—Graduate of Social Science or Business course
—At least 2 years of supervisory experience
—Results and quality-oriented
—With passion for learning
—Proficient in MS Excel
—Ideally knows how to use SPSS

*apply online or email at schmdlla@hotmail.com