Customer Service Supervisor
- Pasig City, Metro Manila
- Permanent
- Full-time
- Mentor, coach, and develop Customer Service Representatives.
- Support the team in delivering excellent service to clients and staff.
- Facilitate onboarding and ongoing training for new and existing staff.
- Delegate daily targets and ensure they are being met.
- Monitor calls, chats, and emails to ensure adherence to procedures and quality standards.
- Conduct regular performance reviews for all team members.
- Document and manage performance issues in collaboration with the Client Services Manager.
- Provide performance feedback and suggest improvement strategies.
- Ensure client and clinic satisfaction by resolving queries with a “one-touch” resolution mindset.
- Directly assist with complex client needs as necessary.
- Handle complaints in alignment with company values and membership terms and conditions.
- Escalate feedback and unresolved issues to the Client Services Manager.
- Maintain in-depth knowledge of products, services, procedures, and policies.
- Promote a safe and harmonious working environment.
- Motivate the CS Team to meet performance targets.
- Conduct regular one-on-one check-ins with team members.
- Develop a strong technical understanding of operating systems to ensure billing accuracy and effective issue resolution.
- Ensure team members are properly trained on system use and maintain accurate documentation.
- Liaise with the Client Services Manager and technical service providers regarding system issues.
- Identify and implement improvements in collaboration with clinics and support staff.
- Build and maintain strong relationships with support office teams, Practice Managers, and Area Managers.
- Uphold a high level of professionalism in all interactions with clients, staff, and vendors.
- Previous experience in a call centre or similar customer service environment.
- Prior experience in a team leader or supervisor role is desirable.
- Excellent written and verbal communication skills.
- Strong problem-solving abilities and a proactive, solution-oriented approach.
- Empathy and patience when handling client concerns.
- Proficiency in CRM systems and general computer applications (Zendesk is a bonus).
- Financial acumen and experience with billing or retention is an advantage.
- Ability to manage multiple tasks, set priorities, and work in a fast-paced environment.
- Strong attention to detail and comfort working with numbers.
- Pet lover is a plus!
You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.🚀 You’ll Grow.
From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.🎉 You’ll Belong.
We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.🏢 You’ll Work in Style.
Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.💼 You’ll Work with Global Brands.
We match you with top international clients where you’ll work directly with their teams and make a real impact.Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.