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SME Accounts Manager

Emplacement(s):
Cavite (CALABARZON (Region IV-A)), Philippines
Catégories:
Customer Satisfaction & Quality
ID demande:
006RCP

Description de poste

The Role: SME Account Manager

 

We are looking for experienced SME/Account Manager to help oversee our end to end order fulfillment process for the Philipine Commercial Support

 

What will you do?

  • Manage the day-to-day operations of a Customer Service/Order Management team so that all enquires are resolved quickly and competently and in a manner which enhances the organization's customer relationships both internal and external. Conduct/Participate in SIM meetings to manage operational workload of the team.
  • Serve as subject matter expert in the order fulfillment process. 
  • Monitor the status of customer service activities to identify problem areas and adapt procedures to improve the overall performance of the team.
  • Analyze customer enquiries to identify recurring user problems, recommend solutions, and to identify areas where customer service can be improved.
  • Develop problem solving guidelines, checklists, or other materials to assist customer service staff to respond to enquiries that are recurring or routine.
  • Lead, direct, evaluate, and develop customer service staff to ensure that the team's resources are used effectively and that work schedules and targets are met. 
  • Provide feedback on annual performance reviews to Operations Managers 
  • Participate in the recruitment of new team members when necessary
  • Perform or execute process standardization, performance improvement plans to achieve KPIs. Conduct RCA and recommend/execute action plans to improve processes and performance.
  • Manage stakeholders and work with functional managers of the processes handled.
  • Manage customer escalations

 


Qualifications

Who would be successful?

·       At least two years of experience in managing teams in Operations, Support or Shared Services setting

·       Proficiency in MS Office

·       Excellent people and performance management skills

·       Able to manage multiple priorities 


Schedule: Full-time
Req: 006RCP
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