Company Description
At QIMA, you feel like you belong from Day
- 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
Are you passionate about delivering exceptional service quality in every interaction Do you thrive on challenging the status quo and proposing innovative solutions Are you skilled at cultivating and maintaining strong relationships with both internal and external clients
If so, we want to hear from you! We are seeking a dynamic and driven Customer Service Supervisor to join our Customer Experience Team. In this role, you will be at the forefront of ensuring top-notch service delivery, working closely with clients and stakeholders to enhance their experience and satisfaction.
As the Customer Service Supervisor, reporting directly to the Customer Experience Manager, you will play a critical role in ensuring that our inspection, audit, and lab testing programs not only meet but consistently exceed our clients expectations. You will be responsible for upholding the highest standards of service quality, ensuring that every interaction reflects our commitment to excellence.
Your main responsibilities will be (but not limited) to:
Establish and monitor Key Performance Indicators (KPIs) to ensure quarterly and yearly targets are met, consistently delivering reliable quality control results on time and achieving customer service objectives.
Apply strong data analytic skills to monitor and evaluate service quality metrics, analyze performance trends, and make data-driven decisions to improve the delivery of high-quality service for both internal and external clients.
Guarantee the timely and successful delivery of our solutions in alignment with internal and external customer needs and objectives.
Develop and implement solutions to enhance the value we deliver to both internal and external clients, while improving our overall quality of service.
Collaborate with cross-functional teams (Operations, Sales, Finance, IT) to nurture long-term relationships with assigned clients, ensuring their needs are accurately identified and fully met, leading to their complete satisfaction with our services.
Collaborate closely with the Finance team to ensure timely invoicing and effective payment collection, while consistently meeting DSO (Days Sales Outstanding) targets.
Provide regular updates to the Customer Experience Manager on team member challenges and collaborate on solutions.
Engage in process improvement projects that drive company growth and create action plans that emphasize fostering internal team collaboration and supporting employee career development.
Day-to-day communication with internal and external client's key contacts and follow-up of activities.
Actively participate in team meetings and work collaboratively to resolve open issues.
Qualifications
In order to succeed in this role, you must have:
Minimum 2 years of professional experience leading a team in customer service or marketing, demonstrating adaptability and a proactive approach in dynamic environments.
Exceptional communication skills with fluency in written and spoken English; detail-oriented with the ability to convey complex information clearly.
Proven ability to thrive under pressure in fast-paced settings with tight deadlines, maintaining a positive and solution-oriented mindset.
Client-focused experience with a strong background in customer experience and time management. Proven ability to solve complex problems effectively while maintaining a positive attitude, even under pressure. Demonstrates exceptional skills in balancing multiple projects and relationships simultaneously, with a focus on proactive solutions, active listening, and impactful presentations.
Proficient in Microsoft Office, with strong skills in Excel for data analysis and presentation tools for creating impactful reports and presentations.
Degree or relevant experience in Business, Customer Relationship Management, or Behavioral Management, demonstrating a strong understanding of client interactions and effective relationship 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!
Craft the future Start your journey at QIMA to 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.
