Customer Service Account Manager (On-site)

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

• 1 Location: Ortigas Center, Pasig City
• 2 Employment Type: Full-time
• 3 Department: Contact Support
• 4 Work Schedule: 5-day work week, night shift