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Philippines

Philippine Flag

Philippines

Customer Service Operations Manager

Salary:

Up to PHP65K

Work Set-up:

Office-based

Shift Schedule:

Night Shift

Date Posted:

December 7, 2022

Salary:

Up to PHP65K

Work Set-up:

Office-based

Shift Schedule:

Night Shift

Date Posted:

December 7, 2022

Customer Service Operations Manager | Office-Based, Night Shift | Up to PHP65K

 

GoTeam is seeking a Customer Service Operations Manager. You will be responsible for managing our CS team and will likely have 2-4 agents working underneath you, but must also be willing to work the CS shift yourself when needed. You will also be responsible for hiring more agents when needed. We are looking for a CS expert that can come in and set up a CS system for our team to follow. This would include phone, email, and live chat support to customers.

Your client is a Canadian-based online furniture brand. They are located in Toronto, Ontario, Canada.

 

In this position, you will be:

  • Learning and knowing about the product and business
  • Managing customer service
  • Submitting daily orders from Shopify to our 3rd party shipper every morning
  • Applying for tracking numbers, applying for refunds, and applying for discounts
  • Handling all incoming return requests from customers
  • Monitoring inventory and ordering more stock when needed

 

Some nice-to-have skills and qualifications:

  • Must be well-spoken in English on the phone as well as writing in English
  • Must have 5+ years of experience as an E-commerce CS Manager
  • Must be willing to work in the CS role when needed
  • Must be able to score a C2 rating on the Grammar and vocabulary test
  • Must have a reliable laptop and fast internet service
  • Must be able to dedicate 40 hours/week from 8 am-4 pm EST or any other shift time we may require.
  • Must have a solid understanding of North American culture
  • Must be hardworking, motivated, reliable, trustworthy, efficient, and friendly
  • Must be located in Cebu

 

Your Benefits:

  • Dual-monitor PC setup or laptop for your home.
  • 7 Habits of Highly Effective People Training
  • Your copy of “The 7 Habits of Highly Effective People” and “Little Black Book for Stunning Success”
  • Exceed Institute – Training and tools to help you navigate life and build a rich and connected family life.
  • HMO coverage from start date for you and one dependent, for free. With P200K coverage, private room, and P10K reimbursement for medications. You may enroll up to 4 additional dependents.
  • 24/7 access to counselling support for mental health. Our Employee Assistance Program (EAP) will help you thrive amid parenting challenges, stress, or relationship issues.
  • Free legal advice and financial consultations, also as part of the EAP.
  • P1,000,000 Life Insurance coverage
  • 10 days leave (Year 1), rising to 15 days leave after Year 1
  • Welcome gift on your first day
  • Monthly Discover You lunch (CEO presentation, leadership training, Values Awards)
  • Monthly gratitude celebrations & Prizes (Trivia, Talent Night, Personal Development, Acoustic Nights)
  • Welcome Tea with the CEO and work anniversary celebrations
  • P10K referral bonus, plus a chance to win a trip for 2 to Bali, Indonesia
  • Free coffee for our office-based team

 

Your Family’s Benefits (Yes, that’s right, we care about your family):

  • 24/7 access to confidential counselling support for mental health for 4 family members. Our Employee’s Family Assistance Program (EFAP) will help your loved ones thrive amid personal issues.
  • Free legal advice and financial consultations for 4 family members, also as part of the EFAP.
  • Free Telemedicine for 4 family members
  • Personal invites for your family members to our monthly virtual events (and yes, they can win prizes, too)
  • Project Next Generation – Online schooling support for your children, nieces, nephews, and cousins
  • P10K referral bonus for your family members

 

Our Story

In 2014, our CTO and Founder Matt Kesby starts Go-Virtual Assistants (GO-VA) with one full-time member. The following year, CEO Fiona Kesby moves to Cebu to be onsite as the company scales. She emphasizes that the best way to attract talent is to take exceptional care of them.

In 8 years, GoTeam has grown its client base to business owners from Australia, the U.S., U.K. and Singapore, among others. Working with highly skilled and motivated team members in GoTeam gives these businesses all the benefits of outsourcing and offshoring, without any of the complications and additional costs of starting their own office locally.

The warmth and welcoming culture of GoTeam starts from Day 1, with our Chief Happiness Officers providing each new team member with a Welcome Kit. HMO Coverage for yourself and 1 dependent kick in on Day 1 as well.

Among GoTeam’s core values are Discovery and Humility. (The overarching one is Care.) Fiona sets an example of leading by these values by consistently encouraging team members to read and discover new skills, industry best practices, and advice for leadership, self-care, and growth.

Monthly “Discover You” events are being held to ensure that the entire company is up-to-date with current developments, celebrate wins from the previous month, and acknowledge those team members who have made an impact in their clients’ businesses and exceed expectations as well.

At GoTeam, no team member is left behind. Everyone is heard and made to feel that they truly belong.

Learn more about Our Culture here: https://go.team/ph/our-culture/

Keep checking our list of current opportunities!

Keep checking our list of current opportunities!

Covid Photo - GoTeam Philippines

Covid-19 Guidance for Job Applicants

Our recruitment process has been fully online since March 2020, for the safety of all recruiters and job
applicants. All interviews will take place by phone or videoconference.
Covid Photo - GoTeam Philippines

Covid-19 Guidance for Job Applicants

Our recruitment process has been fully online since March 2020, for the safety of all recruiters and job
applicants. All interviews will take place by phone or videoconference.

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