Senior Customer Service Leader

1 week ago

Imus, Calabarzon, Philippines beBeeCustomerSupport Full time ₱800,000 - ₱1,400,000

Unlock your leadership potential as a Customer Support Manager, driving customer satisfaction and operational efficiency in a dynamic logistics firm. As the champion of customer service operations, you will oversee initiatives to enhance employee performance, customer relationships, and team dynamics.

Key Responsibilities:
  • Develop and Implement Training Programs
    • Enhance agents' skills, product knowledge, and customer service techniques through regular training and coaching.
  • Recruitment, Onboarding, and Retention
    • Collaborate with leadership to attract, retain, and develop top talent in customer support, fostering a positive work environment and promoting growth opportunities.
  • Performance Management
    • Monitor key metrics (customer satisfaction, issue resolution time) to guide professional development and drive business results.
  • Team Environment and Growth
    • Foster a collaborative and supportive team environment, ensuring employees feel motivated, valued, and recognized for their contributions.
    • Encourage open communication, feedback, and continuous learning to drive individual and team success.
  • Culture and Policy Alignment
    • Work closely with leadership to maintain high morale within the team, aligning culture and policies to support business objectives.
Must-Have Skills:
  • A minimum of 5 years of experience in customer support management, preferably in e-commerce or logistics.
  • Proven leadership and mentoring skills, with the ability to manage multiple teams and prioritize tasks effectively.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with colleagues, customers, and stakeholders.
  • A passion for delivering exceptional customer service and fostering a positive team culture.
Preferred Qualifications:
  • Experience with CRM systems, such as Zendesk.
  • Proficiency in Zendesk and other relevant tools.

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