Business Customer Service Director

2 days ago

Davao City, Davao, Philippines beBeeService Full time $50,000 - $70,000
Customer Service Manager Job Description

This position requires a seasoned customer service leader to oversee and optimize our eCommerce subscription business's customer support operations.

The ideal candidate will have strong leadership skills, extensive experience in customer service management, and a strategic mindset to enhance customer satisfaction and retention.

  • Lead a team of customer service agents to deliver exceptional support.
  • Implement solutions to address recurring customer issues, ensuring long-term resolution and improved processes.
  • Develop and maintain customer service SOPs to drive efficiency and consistency.
  • Provide timely and effective support via email and chat.
  • Oversee customer issues related to website functionality, account management, subscriptions, orders, and payments.
  • Manage the end-to-end order fulfillment process for accuracy and timely delivery.
  • Utilize internal tools and systems like Shopify, Recharge, Rebuy, and Gorgias CRM to manage customer interactions and resolve inquiries.
  • Collaborate with internal teams to align customer service strategies with marketing, product, and fulfillment initiatives.
  • Use data analytics tools to identify trends and implement improvements.
  • Develop self-service resources like help center articles and FAQs to empower customers.
Requirements:
  • Bachelor's degree in Business Administration, Communications, or related field.
  • Minimum 5 years experience in customer service management, ideally in e-commerce or subscription-based environments.
  • Proven leadership experience with a track record of managing and coaching customer support teams.
  • Strong technical aptitude and ability to quickly learn new tools and platforms.
  • Proficiency in CRM systems (Gorgias preferred) and e-commerce platforms (Shopify).
  • Experience with subscription management platforms like Recharge is beneficial.
  • Excellent communication, interpersonal, and conflict resolution skills.
  • Ability to work independently and collaboratively within a team environment.
Key Qualifications:
  • Strategic thinking and problem-solving skills.
  • Excellent written and verbal communication skills.
  • Ability to prioritize tasks and manage multiple projects simultaneously.

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