Customer Service Manager

2 weeks ago

Mandaluyong, Philippines VidaXL International (HK) Limited Full time

Overview As our Customer Service Manager, you will spearhead our global Customer Service department. We seek a goal-oriented leader who is hands-on and excels in stakeholder management, with a strong emphasis on enhancing customer satisfaction (CSAT) while optimizing operational efficiency. The ideal candidate is passionate about continuous improvement and data-driven decision-making, with a proactive approach to problem-solving for both customers and agents. Key Responsibilities Manage the Customer Service team: people, projects and technology Develop strategies to enhance service quality and cost efficiency Reduce Average Handling Time (AHT) without compromising quality Work closely with other teams to address recurring customer issues Continuously review, improve, and streamline customer service processes and workflows to boost productivity and reduce bottlenecks Monitor and analyze customer service KPIs (CSAT, NPS, AHT, FCR, SLA) Prepare performance reports for senior management Requirements Bachelor\'s degree in business administration, customer service management, or a related field 10+ years of experience in customer service management, with at least 5 years in a senior or supervisory role Strong leadership skills with the ability to manage and motivate team Proven experience developing and implementing customer service strategies Excellent communication and interpersonal abilities Proficiency in customer service software and CRM platforms Strong problem-solving and decision-making skills Ability to analyze data and make recommendations for improvements Experience working in a fast-paced and dynamic environment Preferred Qualifications Experience in ecommerce Familiarity with customer service metrics and analytics tools Certification in customer service management or related professional certifications If you thrive in a fast-paced digital and e-commerce environment and have a knack for working independently with minimal supervision, we want to hear from you Join us in creating exceptional customer experiences and making a real impact on our organization. #J-18808-Ljbffr

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