Assistant Customer Service Manager

As Assistant Customer Service Manager, you will be responsible in ensuring that customers (i.e., distributors and direct-served accounts) are properly attended to; from the delivery of accurate information, documentation, and monitoring of received customer requirements, feedback, and complaints, to its proper endorsement and reporting to concerned business units for appropriate action.

• Formulate action plans based on the nature and frequency of received feedback from customers to resolve and avoid recurrence.
• Identify ways of continually improving internal methods of the functions to better fulfill company and customer requirements.
• Manage received complaints for resolution to concerned business units or internal experts thru endorsement of Incident Reports.
• Monitor progress/developments of endorsed complaints through constant coordination with Customer Service Reps and ensure that information on these are properly recorded and documented.
• Discuss developments and elevate major, pending, or unresolved customer requirements and complaints to the Order Management & Customer Service Manager.
• Assist in managing all product quality concerns including recall-related activities in the implementation of action plan based on direct instructions from the BU, ENRS department or top management.
• Prepare Monthly Customer Feedback and Complaints Report containing the summary of received complaints, status, analysis of the gathered information, and recommended actions for the avoidance/reduction of such cases; furnishes copy to concerned business units as deemed applicable by the report.
• Provide inputs in the development of a complaint management system that will meet the company’s and the customers’ objectives.
• Ensure that all customer feedback received through mail, email, or phone are attended and responded to in a timely manner. 
• Initiate a yearly or every other year Customer Satisfaction Survey to check if services are meeting the customers’ needs and formulate suggestions/recommendations based on the survey.

• Graduate of Business Administration, Management or any related course
• With at least two (2) years experience in handling customer service
• With at least one (1) year experience in a supervisory or leadership role, preferably in a manufacturing company with consumer products
• With advanced skills in Customer Relations Management, Dispute Resolution, Product Knowledge, Records Management, Project Management, Software Application, People & Resources Coordination, and Office Management
• With working background in CRM Systems & Technologies
• Willing to be assigned in Novaliches, Quezon City