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Job Description
KDCI Outsourcing is a global provider of eCommerce services for startups and established companies. We help our clients build, grow, and maintain their online businesses by providing support for product information management, back office, graphic design, web development, customer service, and digital marketing.The Company is looking for a Customer Service Account Manager responsible for leading the customer service team. The Customer Service Account Manager must be able to provide outstanding customer service by developing effective customer service procedures, implementing customer loyalty programs, and setting customer satisfaction goals/targets.
Responsibilities
Manage and supervise the daily operations of the customer service team including coaching, training, and motivating staff to perform effectively
Help in formulating effective customer service procedures, policies, and standards
Develop and implement customer satisfaction goals, and effective customer loyalty programs
Maintain and manage databases, records, and document customer service activities, discussions, reports, and trackers
Assess available customer service data and statistics and prepare reports to be presented to the management and the clients
Proactively stay up to date on all relevant company, client, and product information, and updates Stays up to date with political and social issues that might have an impact on the brand or client he/she is handling
Other duties assigned by the immediate supervisor
Requirements
Proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques
Has excellent communication skills, both verbal and written
Enjoys customer interaction and takes the extra mile to engage customers
Must ensure that the team’s responses to inquiries, complaints, and requests are accurate and provided in a timely manner
Experience in e-Commerce, Online Retail, and/or Catalog Retailer service experience is an advantage but not required
Must have the ability to make sound decisions and demonstrate strong leadership skills
Must be comfortable handling and working with different campaigns
Must be able to act as a brand advocate for the company by sharing and highlighting positive experiences and sentiments on social media such as but not limited to LinkedIn, Facebook, Instagram
Must be willing to wear the company’s uniform during client calls, photo, and video shoots to maintain the professional and brand image
Must be able to adapt to the company’s hybrid work environment such as but not limited to having a stable internet connection, back-up, or an alternate location where you can work remotely
Must be amenable to work during US business hours
Snapshot
1Location: Ortigas Center, Pasig City
2Employment Type: Full-time
3Department: Contact Support
4Work Schedule: 5-day work week, night shift
Benefits
Medical & Dental Plan
SSS, Philhealth, and HDMF
Paid Sick Leave
Paid Emergency Leave
Convertible Vacation Leave
Maternity/Paternity Leave
Annual Performance Evaluation
Work From Home / Online Jobs: Employees may occasionally be asked to report onsite if the need arises.
Performance-based Bonuses
Overtime Pay
Holiday Pay
Night Differential
Referral Incentive Program
Company-sponsored Trainings
Monthly Food Party
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