Manager, Customer Success

20 hours ago

Metro Manila Philippines Buscojobs Full time

Customer Experience Manager - Night Shift

Pasig, Palawan PSB Technology Services Inc.

Posted today

Job Description

PSB Technology Services, Inc. is a Manila-based company that provides Sales, Customer Service, Accounting, Supply Chain and Sales Support services for two US consumer brands selling into the education market. We provide competitive salaries & benefits package, and an environment that encourage collaboration & teamwork. We are located at Silver City, Pasig City.

Our Mission: To become the leading provider of rugged technology accessories for classroom and enterprise environments.

Our Core Values:

  • Bring Passion Everyday
  • Be Genuine and Respectful
  • Excellence in Execution

If you are a PASSIONATE, GENUINE & RESPECTFUL professional who consistently EXECUTES WITH EXCELLENCE, this is FOR YOU

Responsibilities
  • Lead and manage the Customer Experience team
  • Ensure that all post-sales support and processes are covered
  • In charge of warranties processing and communication
  • Serve as an escalation point for customer service questions and concerns
  • Plan and conduct customer research as well as analyze relevant data to identify areas for improvement; develop action plans
  • Create and execute process improvement initiatives
  • Help in developing and facilitating training programs for the Customer Experience team
  • Managing budget allocated to Customer Experience initiatives
  • Keep track of customer feedback and develop strategies to improve the overall Customer Experience
  • Other relevant tasks that may be assigned
Job Qualifications
  • 7 - 10 years of relevant experience in customer support management
  • Proven track record in leading a world class customer service team achieving excellent CSAT and NPS scores
  • Knowledge with CRM systems and practices
  • Ability to multi-task, prioritize, and manage time effectively
  • Logical, strategic, analytical, & critical thinking skills
  • Excellent written and verbal English communication skills
  • Experience working with USA customers
  • Self-motivated and detail-oriented
  • Must be flexible and adaptive to changing business needs
  • Ability to work under pressure and meet SLAs
  • Microsoft Office proficiency
  • Amenable to work on a night shift and hybrid work setting at Silver City, Pasig
Benefits
  • Health insurance
Schedule
  • 8 hour shift
Experience
  • customer: 7 years (required)
Shift availability
  • Night Shift (required)
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