Job description
CBRE is seeking a Bilingual CSR Supervisor fluent in French Canadian and English to join our modern contact center in Makati City. In this role, you will oversee daily operations, ensure outstanding customer service, and drive performance across a bilingual team. You will manage schedules, monitor KPIs, and coach agents to deliver consistent, high quality support to clients while maintaining compliance with data privacy and security standards.
As a leader in our Customer Service operation, you will partner with cross functional teams to optimize processes, deliver training programs, and implement continuous improvements that enhance customer satisfaction and efficiency. You will use your bilingual skills to resolve complex inquiries, provide coaching, and deliver actionable feedback to agents to raise service levels. This role offers visibility across the organization and the chance to impact customer experience on a global scale.
We offer a dynamic work environment in a global real estate services firm and provide ongoing professional development, performance incentives, and a comprehensive benefits package. If you are a results driven professional who speaks French Canadian and English and thrives in a fast paced environment, this is your opportunity to contribute to a market leading organization.
Responsibility
- Lead daily operations of the bilingual customer service center and ensure adherence to service levels and quality standards.
- Manage and schedule a bilingual team of CSRs, monitor performance, attendance, and coaching needs.
- Monitor key metrics such as response time, first contact resolution, CSAT, and ensure SLA compliance with timely corrective actions.
- Handle escalated inquiries with empathy and accuracy, providing appropriate solutions and clear follow up.
- Collaborate with Sales, Operations, Training, and Quality Assurance to optimize processes and implement continuous improvement initiatives.
- Design and deliver ongoing training and coaching programs to improve product knowledge and customer handling skills.
- Ensure compliance with data privacy, security policies, and CBRE operational standards.
Qualification
- Bachelor's degree preferred or equivalent professional experience in customer service or operations.
- Minimum 2-3 years in customer service with at least 1 year in a supervisory or team lead role.
- Fluent in English and French Canadian with excellent verbal and written communication skills.
- Strong leadership, coaching, and performance management abilities to motivate and develop a bilingual team.
- Excellent problem solving, decision making, and conflict resolution skills.
- Proficiency with CRM and contact center tools, and the ability to analyze data to drive action.
- Willingness to work in a fast paced, high volume environment and to support shift rotations in the Makati area.