We have an exciting opportunity for a CS Manager who can provide excellent customer service by leading and motivating its team to deliver at the most cost efficient and profitable means with a goal of increasing customer satisfaction, loyalty and retention.
About Us
We are a dynamic marketing company specializing in the personal growth industry amongst other niches, marketing very high quality content and products to the world.
Our team of creators, innovators and implementers from 11 countries across the globe develop everything together from the ground up.
Part of our company mission is to nurture creative and productive minds from all backgrounds, helping every individual to grow and produce their very best in whatever fields they want to specialize in.
Our major brand, the Hypnosis Training Academy (HTA), is an internationally recognized hypnosis training organization with over a decade of expertise in providing high-level training resources for all levels of hypnotherapists, hypnotists, and hypnosis enthusiasts in many different countries.
About the Role
This role will work closely with the Customer Acquisition Project Manager and report to the Director with the following key responsibilities:
Leading the CS Team in improving customer service experience, promoting customer engagement and facilitating organic growth
Taking ownership of customers issues and arriving at a sound resolution
Setting a clear mission and deploying strategies focused towards that mission
Developing service procedures, policies and standards
Keeping accurate records and document customer service actions and discussions
Analyzing statistics and compiling accurate reports
Mentoring and developing CRSs and leading them to encouragement, empowerment and excellence
Keeping ahead of industry’s developments and apply best practices to areas of improvement
Controlling resources and utilizing assets to achieve qualitative and quantitative targets
Maintaining an orderly workflow according to clear set of guidelines and priorities
Execute and/or direct any administrative tasks that the company needs action on and prepare any reports that are required.
Our ideal candidate
Bachelor’s Degree or 3-5 years of relevant CS Manager experience in an online business environment
Relevant experience in providing CS support
Knowledge of management methods and techniques and ability lead and think strategically
Working knowledge of CRM softwares, databases and tools
Proficient English verbal and written communication skills
Keeping abreast of industry’s latest technology, trends and applications
Consistency and efficiency in work and reliability
Ability to analyze information and resolve problems with sound judgment/ resolution
Can multi-task and with a keen eye for detail
Team player
Why join us?
Established online business with strong leadership which motivates, empowers and brings out the best in its team.
Great teamwork, inclusive, flexible and work-family environment.
Competitive salary with generous annual leave benefits.
Workstation Requirements
Mac or PC with at least 8GB of RAM and stable Internet connection
Work Arrangements:
This is a full-time remote work which requires 45 hours a week with a 10-hour block availability (including one-hour off for lunch) from Monday to Friday, from 10 am to 8 pm Manila Time. From time to time there may be some reasonable variation in the timing of the 10 hour work block. Any changes to the shifts or extra hours may be required with ample notice.
APPLY FOR THIS JOB:
Company: HYPR Service
Name: Mimi Ricamunda
Email: