Supervisor, Customer Service
Raytheon Technologies
- Tanauan City, Batangas
- Permanent
- Full-time
- Assist in generating department work instructions and guidelines.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Provide required reports to both internal and external customers.
- Maintained and ensured accuracy of internal reports and records (repair orders, quotations and invoices).
- Follow communication procedures, guidelines and policies of the company
- Ability to multi-task, prioritize, and manage time effectively
- Customer orientation and ability to adapt/respond to different types of characters
- Built and maintained rapport with customers to become a trusted advisor and partner in supplier decisions.
- Inform other departments of order requirements and probably order risk
- Contribute to team effort by accomplishing related results as needed
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team targets (KPI).
- Perform other duties as required by departmental procedure
- Recruit, motivate, retain, develop, and supervise an appropriately skilled team of Customer Service Analysts
- Determines staff hours, number of personnel, and parts and/or equipment required for service inquiry
- To communicate positively, professionally, and promptly with customers and internal functional groups
- Addressing customer queries and complaints in a timely and professional manner
- Coordinating the day-to-day activities of the department
- Creates an environment where teamwork, empowerment, and trust are encouraged through coaching, performance measurement and people development to meet the company goals and values
- Drives improvements in service performance, as measured by customer satisfaction, operational measures and productivity, by deploying best practices and ensure appropriate measurement and monitoring is established
- Generates a strong focus on customer retention and development, targeting and measuring team performance on business protection and growth
- Drives continuous improvement in customer service process and standards as measured by Key Performance Indicators
- Establishes and implement continuous process improvement by monitoring customer interactions and by obtaining direct customer feedback on the standards of service delivered by the service center
- Develops positive relationships with key internal and external customers and suppliers (e.g. sales and marketing, operations, MIS) in order to ensure that customer service targets are achieved
- Ensures proper utilization of resource to optimize productivity and minimize waste.
- Forecasts and manage the operating budget for the area of responsibility
- Contributes to the work of other areas of the Customer Service group to ensure both functional and process goals are achieved
- Addressing customer queries and complaints in a timely and professional manner
- Coordinating the day-to-day activities of the department
- Ensuring that the team members adhere to the customer service guidelines and company policies
- Communicating with customers via phone calls and emails
- Planning and implementing effective customer service strategies
- Maintaining a record of all customer data
- Directing any urgent or sensitive issues to the Customer Service Manager
- Gathering feedback from customers on the services rendered
- Preparing weekly, monthly and annual team targets
- Analyzing customer service reports and suggesting improvements
- Preparing and assigning daily work schedules to the team members
- Bachelor’s degree in Business Administration, Business Management, or a related field
- 3+ years of experience in the Customer Service department as a Customer Service Representative, Customer Service Executive, or a similar role
- Excellent written and oral communication skills
- Knowledge of customer service practices and guidelines
- Good computer skills
- Displaying a morally right and professional behavior
- Having strong etiquettes when communicating with clients as well as the team
- Good time management and organizational skills
- Ability to handle stressful situations
- A team player and having the ability to work collaboratively