E- Commerce Customer Service Manager

2 weeks ago

Makati, Philippines S&R Membership Shopping Full time

Talent Acquisition Specialist (Supervisor) | Licensed Psychometrician and Certified Recruitment and Selection Professional Duties & Responsibilities: Oversee all member interactions across various channels (online, in-club, voice, non-voice, social media, etc.) to deliver a consistent, high-quality experience. Drive continuous improvement by analyzing data, identifying pain points, and implementing scalable solutions. This includes optimizing workflows, leveraging technology, and pursuing automation opportunities. Lead, mentor, and coach Customer Service Team, providing them with the necessary training and resources to handle inquiries, resolve issues, and improve their communication skills. Monitor key business metrics and sentiment through analytics, social listening, and feedback programs to identify trends and champion solutions that boost satisfaction and retention. Maintain and improve self-service resources like knowledge bases and FAQs, while also implementing technology-driven solutions like Unified Communications Platform, AI chatbots, and ticketing systems to streamline support operations. Ensures that redress is not just about fixing a problem, but about safeguarding compliance, protecting the brand, and continuously improving the overall member experience. Job Requirements: Bachelor's degree in Communications, Psychology, Business, or a related field is required, with a preference for an advanced degree or specialized training in e-commerce, customer service/customer experience, or information technology. At least five years of professional experience in e-commerce customer service, support, or a related field, with proven expertise in omnichannel customer experience, regulatory public relations, and cybersecurity. Highly proficient with modern digital tools, including CRM systems, e-commerce platforms, and unified communication tools. Candidates must have the flexibility to work varied hours, which may include early morning shifts, weekends, holidays, and on-call rotations to meet dynamic business needs. Seniority Level Mid-Senior level Employment Type Full-time Industry Retail Referrals increase your chances of interviewing at S&R Membership Shopping by 2x #J-18808-Ljbffr

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