Customer Care Call Center Manager (SO1)

Customer Service And Sales Taguig City, National Capital Region


Role Description



Customer Care Call Centre Manager - Manila

The key focus of this role is to lead the activities of Service operations offshore to ensure efficiency and a high level of after delivery customer service. This is a pivotal role for NSF Service and requires excellent management skills, communication skills, the ability to handle several tasks simultaneously, and liaise with all levels of customers and colleagues.

Interpersonal Role

Positive mental attitude and enthusiasm

-          Remain open and positive in times of change and increases in work volume

-          Uphold or foster positive team morale when faced with business challenges - Share stories and experiences that enhance the Nick Scali culture

Positive self-leadership and being a team player

-          Work cooperatively to problem solve and achieve work requirements, especially when work volumes are high or unexpected challenges arise

-          Positively influence others as well as remaining open to being influenced yourself (a learning/growth mindset)

-          Efficiently organise responsibilities for yourself and the team where needed

-          Seamlessly interact and exchange information with everyone you interact with both inside and outside Nick Scali Furniture


Personal Role

Organisation – Innovation & Continuous Improvement

-          Offer suggestions and or process improvements for how Nick Scali can function better;

       Improving safety

       Improving consistency of meeting deadlines

       Streamlining systems/processes

       Job development to improve outputs/sales

Individual – Career Development & Discipline

-          Self-Development – improve the way you perform job responsibilities by developing relevant skills and knowledge e.g. time management and personal organisation, relationship building, conflict resolution, project management

-          Discipline – demonstrate leadership by following processes, policies & procedures

Measures / Evaluation

-          Line Manager feedback on performance and behaviours and teamwork

-          Work completed to standard and within established timeframes

-          Examples of stories shared, written communication

Measures / Evaluation

-                      Job process or product/service improvements suggested and or implemented

-                      Career or Personal Development Plan achievements and activities completed - Adherence to policies, procedures and processes




Role Accountabilities and Tasks

Measures / KPIs

Customer Service & Call Centre

          Manage the offshore service Call Centre operations of Nick Scali

          Lead, own and develop the customer service team through effective coaching.

          Experience in a Call Centre environment by answering phone and email enquiries from customers and internal staff regarding after-delivery issues

          Provide knowledgeable, courteous and helpful customer service

          Ensure customer satisfaction in every transaction

          Organise for internal or external person(s) to undertake customer visits and inspection when advised by Head Office Service Department

          Trouble shoot, problem solve and offer the best possible solution to customer queries

          Assess severity of customer service issues with the appropriate sense of urgency

          Prepare and enter service information into the DISTRIB computer system with very high accuracy and in a timely manner

          Coordinate and manage customer service jobs for Service Technicians and provide administrative support

          Escalate all incidents as required in accordance with current work procedures

          Report and log customer concerns or requirements to staff in other departments in an appropriate and timely manner to minimise customer dissatisfaction

          Furniture background & experience required minimum of 5 years.

          Understanding of lounges and case goods.

          Identify quality trend faults through service and highlight to the General Manager of service.




          Timely delivery of Customer service to standards and procedures

          Service Agent Daily & Weekly Report - Phone statistics 




Service Review

          Daily Review of the assigned service calls status and make sure that all reviews are completed daily.

          Log Service tickets to service call

          Supporting and training the service team and making sure the daily KPI are met.


Customer service KPI’s - Accuterm KPI weekly report review



          Participate in work health and safety programs/ training/ drills (e.g. monthly Workplace Inspection Checklist) and follow all safe work policies and procedures. 

          Support the service team by being proactive in identifying/investigating potential hazards, risks or any injuries; and take timely and appropriate action to report, control, rectify and/or monitor hazards or risks as required. 

          Ensure all non-work injuries are immediately reported to the Service Manager for Nick Scali to assess the provision of a safe work environment.

Accurate Incident Injury notification and

Reporting within 24hrs





Role Accountabilities and Tasks


Measures / KPIs


          Foster a positive workplace culture and create a safe work environment

          Behave in a manner that reflects the Nick Scali culture

          Comply with all directions given and do your best work every day

          Treat everyone with respect, especially listening to understand differing points of view and be cooperative

          Strive to meet all work requirements and continuous improvement

          Be flexible to work until jobs are completed (including overtime where necessary)

          Strive to meet deadlines and work quality expectations

          Keep colleagues and manager informed of work progress and notify them where deadlines will not be met

          Follow through on commitments and confirm when important work tasks are completed 

          Demonstrate 100% commitment to safety policies and procedures

          Be proactive in identifying and resolving workplace risks

          Be ethical and follow all Nick Scali company policies and procedures and not abuse workplace rights (e.g. personal/sick leave)

          Immediately report all workplace misconduct and breaches of company policy and procedure to your manager

          Be responsive to feedback, especially where improvement is required

          Protect the business profits and report irregularities or errors immediately

Zero workplace bullying/harassment grievances

Worked allocated completed on time and to required standards

Minimal workplace incidents/injuries


  I have read and understood my Role Description and Workplace Behaviour __________________________________


Nick Scali Role Description  March 2021 Page 1 of 3