Customer Service Manager (Retention And Telesales)

TL;DR

Customer Service Manager (Retention and Telesales): Leading a customer support team to achieve performance targets and drive retention with an accent on coaching, operational management, and technical problem-solving. Focus on maintaining high customer satisfaction standards, resolving complex account issues, and fostering a collaborative team environment.

Location: Must be based in Cebu City, Philippines

Company

hirify.global is a leading European provider of cloud infrastructure and hosting services, serving millions of customers worldwide with a focus on digitalization for small and medium-sized businesses.

What you will do

• Manage and mentor a team of agents to ensure high productivity and customer satisfaction.
• Conduct regular coaching and performance reviews to drive individual and team development.
• Resolve complex customer concerns and issues related to account support and performance standards.
• Implement action plans to meet attendance and performance targets.
• Collaborate with various internal departments to improve operational procedures.
• Conduct interviews for new team members and maintain a positive team culture.

Requirements

• Education or training in Computer Science, IT, or equivalent experience.
• Excellent English verbal and written communication skills.
• Strong technical and customer service knowledge regarding internal systems.
• Proven experience in Customer Service and Technical Support.
• Strong leadership skills with a results-oriented mindset.
• Ability to work onsite in Cebu City.

Culture & Benefits

• Friendly working culture with flat hierarchies and strong team spirit.
• Opportunities for professional growth within a leading European cloud provider.
• Open and collaborative work environment.