Customer Service Manager

Job Responsibilities:

1. Be responsible for the daily operation and management of the customer service team in the Philippines, formulate service quality standards (SLAs) and monitor their implementation to ensure that service efficiency and customer satisfaction meet the standards.
2. Lead the implementation of BPO to RPO projects, optimize the recruitment process and conversion rate of flexible employment, and reduce the risk of human resource shortage.
3. Regularly analyze the performance data of the RPO team (such as conversion rate, response timeliness, employment retention rate, etc.), and output implementable process optimization plans.
4. Ensure that the employment of the Philippine team complies with local labor laws, handle labor disputes and conduct compliance audits, and avoid legal risks.
5. In accordance with the sales, customer service and product training framework formulated by the headquarters, lead the implementation of locali...