Lead, supervise, and manage a team of 2–5 Customer Service Representatives (CSRs), focusing on customer retention, handling in-house comeback clients, managing refund requests, and ensuring efficient booking processes

• Monitor team performance to meet customer retention goals, booking targets, and refund timelines effectively
• Provide continuous coaching, feedback, and training to team members, particularly in managing customer concerns related to bookings, refunds, and client re-engagement
• Manage and resolve escalated issues related to bookings, refunds, and client concerns, ensuring timely and professional resolutions
• Conduct regular performance reviews and one-on-one meetings with team members to track progress and address challenges
• Foster a positive and collaborative team culture, ensuring that CSRs are motivated and empowered to achieve retention and satisfaction goals
• Oversee the management of booking systems, ensuring the team properly handles scheduling, rescheduling, and appointment confirmations for clients
• Address customer inquiries and refund-related requests, ensuring compliance with company policies and maintaining high levels of satisfaction
• Track and document all customer interactions, concerns, after sales feedback, and transactions related to retention, bookings, and refunds
• Prepare and report team metrics—including retention rates, booking performance, and refund resolutions—to upper management
• Collaborate closely with other departments (e.g., Sales, Clinic Operations) to ensure seamless service delivery and a consistent customer experience
• Identify areas for improvement in service delivery and implement strategies to enhance the overall customer journey and retention
• Perform other related duties as may be assigned by management

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Qualifications

• Minimum of 2 years of experience in customer service, with a proven ability to handle booking inquiries, refunds, and customer retention
• At least 1 year of leadership or supervisory experience in customer service, BPO, or a related field
• Experience in managing in-house comeback clients, developing retention strategies, and handling customer complaints and refunds is a strong advantage
• Demonstrated ability to coach, mentor, and motivate a small team (2–5 CSRs) to achieve retention and booking targets
• Excellent interpersonal skills and the ability to build rapport with both customers and team members
• Strong problem-solving and conflict resolution abilities, with patience and professionalism in handling challenging situations
• Proficient in English (both written and verbal) with strong communication and organizational skills
• Ability to work well under pressure and lead a team in a fast-paced, customer-focused environment
• Willing to work onsite in Makati