Customer Service Manager
Job Summary
Golden Alpha Venture Corporation is seeking a Customer Service Manager to lead the 24/7 customer service team, manage service quality, handle escalated cases, and drive cross-functional service improvements. The ideal candidate possesses strong team management experience, exceptional complaint handling capabilities, and deep service operations awareness. They will be responsible for optimizing workflows, supporting VIP services, and ensuring high standards of customer satisfaction.
Responsibilities
- Lead 24/7 customer service operations and team
- Manage service quality, QA, and team training
- Handle escalated cases, complaints, and user disputes
- Drive user retention, VIP services, and outbound follow-up
- Optimize SOPs, knowledge base, and service workflows
Required Skills
- 5+ years customer service/operations experience
- 2+ years in a management or team lead role
- Experience managing 24/7 or shift-based teams
- Strong understanding of KPIs, QA, SLA, and ticket management
- Expertise in root cause analysis and complaint handling
Job Details
Golden Alpha Venture Corporation is seeking a Customer Service Manager to lead the 24/7 customer service team, manage service quality, handle escalated cases, govern user complaints, support VIP service, manage appropriate outbound follow-up, and drive cross-functional service improvements. The ideal candidate has strong team management experience, service quality awareness, complaint handling capability, root cause analysis skills, VIP service awareness, and cross-functional communication ability.
Key Responsibilities:
- Customer Service Team & 24/7 Operations Managment
- Service Quality, QA & Team Training
- User Issue Analysis & Service Insights
- Complaint , Dispute & Escalation Managment
- User Retention, VIP Services & Outbound Follow -up
- SOP, Knowledge Base & Service Workflow Optimization
Required Experience:
- 5+ years of experience in customer service, user support, service operations, or contact center management.
- At least 2 years of experience as a Customer Service Supervisor, Team Lead, Manager, or in a direct people management role.
- Proven experience managing 24/7 support teams, shift-based teams, or high-volume user support environments.
- Strong understanding of customer service KPIs, QA, SLA, ticket management, escalation handling, training, and workflow optimization.
- Experience handling complex complaints, user disputes, high-pressure service issues, and cross-functional escalations.
Job Conditions:
- Employment: Full-time I Probationary to Regular
- Work Setup: On-site at Cebu Business Park, Cebu City
- Relocation Support: Relocating package available for employment coming from outside Cebu
- Schedule: 6 days per week I Shifting Schedule
- Work Environment: Fast-paced startup environment with opportunities to build , learn, and grow