Deputy Manager Job Band Level: B3 Cebu City Responsible for managing team of TLs Responsible for maintaining various matrices defined by the client Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs Motivating team through effective management, career development & implementation of reporting mechanisms Liaison with other areas of the company affecting technical support. One on One Relationship Management Analysis of reports including process dashboards, team performance reports, initiating appropriate actions plans & initiate trainings Manage attendance & attendance incentive for the team. Managing periodic shift level projects / initiatives & responsible for the administrative aspects of the group / shift Mentor and assist new hires Should have patience and not be overawed by difficult situations Handle customer complaints and provide resolution for escalated calls Need to have sound customer service skills and soft skills with their prime focus being on customer satisfaction Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems Ensure that all company information which includes customer information are kept confidential and secured Graduate of Any Course With 4-6 years relevant work experience Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools Excellent verbal & written communication & presentation skills Good interpersonal and people management skills with good problem solving approach Expert knowledge of service procedures Good analytical skills for MIS, number crunching & reporting to internal and external customers Ability to exercise managerial judgment and perform as a mentor Demonstrated customer service skills Leadership skills Customer Service (Reservation)