Company Description
At QIMA, you feel like you belong from Day 1. You join a community of smart minds who not only innovate, but also support and inspire each other. Here, we own our work, have fun together, and make every day count.
The QIMA Story
At QIMA, we are on a mission to offer our clients smart solutions to make products you can trust.
Operating in over 100 countries, we serve the consumer products, food, and life sciences industries and help more than 30,000 brands, retailers, manufacturers, and growers achieve quality excellence.
We combine on-the-ground expertise with digital solutions that bring accuracy, transparency and intelligence for quality and compliance data.
What sets us apart is our unique culture. Our 5,000 Qimates live and make decisions every day by our QIMA Values. With client passion, integrity, and a commitment to making things simple, we disrupted the Testing, Inspection, and Certification industry. Are you ready to hop on this exciting ride with us and help us achieve our mission
Job Description
As the
Customer Service Supervisor, reporting to the Customer Experience Manager, you will ensure that our inspection, audit, and lab testing programs consistently exceed client expectations. You will lead the implementation and optimization of Freshdesk, manage its performance, and drive continuous improvements in customer support operations.
Working closely with cross-functional teams, you will ensure timely service delivery, uphold service quality standards, and foster strong client relationships. By leveraging data analytics, you'll monitor KPIs, analyze trends, and make data-driven decisions to meet business objectives.
Additionally, you will provide training, support end-users, and engage in process improvement projects to drive growth and enhance team collaboration.
Your main responsibilities will be (but not limited) to:
- Lead the implementation and integration of Freshdesk in new subsidiaries, departments, or business units to optimize customer support operations
- Integrate Freshdesk with other software to enhance its functionality and streamline workflows
- Propose and execute innovative solutions to continually improve customer service operations, focusing on both internal and external clients
- Build and maintain strong relationships with stakeholders across diverse cultural backgrounds, ensuring their needs are identified and fully met
- Provide training and support to end-users, responding to general inquiries and offering day-to-day management of Freshdesk
- Monitor and improve Freshdesk performance through effective data analysis and the establishment of Key Performance Indicators (KPIs) to meet quarterly and yearly targets
- Apply data analytics to evaluate service quality metrics, analyze performance trends, and make data-driven decisions to improve service delivery
- Ensure the timely and successful delivery of services in alignment with customer needs and company objectives
- Collaborate with cross-functional teams (Operations, Sales, Finance, IT) to ensure efficient workflows and long-term client satisfaction
- Support the Finance team in timely invoicing and payment collection, meeting Days Sales Outstanding (DSO) targets
- Regularly update the Customer Experience Manager on team progress, challenges, and proposed solutions
- Participate in process improvement projects that drive company growth, foster internal collaboration, and support employee development
- Engage in day-to-day communication with key contacts from both internal and external clients, ensuring follow-up on activities and resolutions to open issues
- Actively contribute to team meetings in different time zones, providing input to resolve challenges and enhance overall service quality.
Qualifications
In order to succeed in this role, you must have:
- Proven experience in project management and leading teams in customer service or marketing, with a minimum of 2 years in a supervisory role
- Strong communication and interpersonal skills, with the ability to handle complex situations and difficult clients professionally, even under pressure
- Exceptional written and spoken English skills, with a detail-oriented approach to conveying complex information clearly
- Ability to thrive in fast-paced environments with tight deadlines, demonstrating adaptability, proactive problem-solving, and a positive, solution-oriented mindset
- Strong client-focused experience, with expertise in customer experience, time management, and maintaining multiple client relationships
- Proficient in balancing multiple projects simultaneously while actively listening and delivering impactful presentations
- Proficient in Microsoft Office, particularly Excel for data analysis and presentation tools for creating reports and presentations
- Degree or relevant experience in Business, IT, Customer Relationship Management, or Behavioral Management, with a deep understanding of client interactions and effective relationship-building strategies
Additional Information
PERKS YOU CAN GET BY JOINING QIMA PHILIPPINES
- HMO (Medical insurance) 100% for Employee and 100% for first dependent;
- 15 days paid leave;
- Team-building activities
- Free coffee
- Game room
- Performance-based salary adjustments
- Employee recognition awards
- Social Awareness and Community
- Involvement Activities
So, READY TO BECOME A QIMATE JOIN US!
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REVEAL your potential!
Submit your CV/Resume and Writing Portfolio by clicking on the apply button.
Because our differences make the difference, at QIMA we are proud to promote inclusive diversity and equal opportunities! Our policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
QIMA recognizes and recruits all its talents. 
