Customer Service Operations Manager
4 weeks ago
We are seeking a highly skilled Customer Service Manager with a strong focus on driving customer satisfaction (CSAT) while optimizing operational efficiency. This role requires a strategic leader who can balance good customer service with cost‑effective operations, streamline processes, and implement new tools and technologies to enhance CSAT, FCR and AHT. The ideal candidate will bring a passion for continuous improvement, data‑driven decision‑making, and proactive problem‑solving for customers and agents. Key Responsibilities Develop and implement strategies to improve Customer Service with BPOs focusing on quality while optimizing for cost efficiency. Identify opportunities to reduce AHT without compromising service quality, ensuring faster response and resolution times. Work closely with other teams to address recurring customer issues, offering insights for product, shipment or service improvements and deliver a solution. Evaluate and recommend customer service tools and technologies (e.g., CRMs, helpdesk software, AI‑powered chatbots) to enhance team efficiency and customer experience. Continuously review, improve, and streamline customer service processes and workflows to enhance productivity and reduce bottlenecks. Monitor and analyze customer service KPIs (CSAT, NPS, AHT, FCR, SLA) to identify trends, areas for improvement, and cost‑saving opportunities. Prepare and present regular performance reports to senior management, highlighting service successes and areas for strategic improvement. Understand the agent journey and utilize their feedback and performance data to create action plans that directly impact service quality and efficiency. Lead and coach the operational manager customer service, fostering a culture of high performance and customer‑centricity. Set clear goals around KPI like CSAT, AHT and FCR to drive team performance. 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, motivate, and develop a large 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 are a customer driven and detail‑oriented individual with a passion for optimizing services and processes for customers and agents and you are aiming for exceptional customer experiences, we encourage you to apply for the position of Senior Customer Service Manager for our CX/CS Team. Please submit your resume and cover letter detailing your relevant experience. Application Process Your application will include the following questions: What's your expected monthly basic salary? Which of the following types of qualifications do you have? How many years' experience do you have as a Service Operations Manager? Do you have customer service experience? #J-18808-Ljbffr
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Customer Service Operations Manager
7 days ago
Mandaluyong City, National Capital Region, Philippines Private Advertiser Full timeRole OverviewWe are seeking a highly skilled Customer Service Manager with a strong focus on driving customer satisfaction (CSAT) while optimizing operational efficiency. This role requires a strategic leader who can balance good customer service with cost-effective operations, streamline processes, and implement new tools and technologies if needed to...
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Mandaluyong, Philippines VidaXL International (HK) Limited Full timeOverview 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...
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Finance Tower Manager – Accounts Receivable
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Mandaluyong City, National Capital Region, Philippines Nogle Full time ₱900,000 - ₱1,200,000 per yearNogle Philippines Inc.is a specialized service provider dedicated to delivering a full spectrum of front-office and back-office support solutions, each of which is tailored to the unique needs of global financial technology firms. Nogle Philippines Inc. offers several key operations positions, enabling the delivery of cutting-edge technology and tailored...
