Customer Service Leadership Position

3 days ago

General Santos, Soccsksargen, Philippines beBeeLeadership Full time $60,000 - $75,000
Lead with Impact as a Key Customer Service Manager

We are seeking an experienced customer service leader to drive performance and excellence in our team. As a key customer service manager, you will be responsible for leading and monitoring the performance of customer support agents to ensure they consistently meet or exceed key performance indicators (KPIs).

To achieve this, you will conduct regular coaching sessions and offer personalized guidance to help team members succeed. You will also evaluate performance bi-annually and recommend opportunities for growth, promotions, or recognition.

In addition, you will promote a positive, supportive, and high-performance culture within the team. This includes creating a work environment where team members feel valued, motivated, and empowered to perform at their best.

Key Responsibilities:
  • Lead and monitor the performance of customer support agents to ensure KPIs are consistently met or exceeded.
  • Conduct regular coaching sessions and offer personalized guidance to help team members succeed.
  • Evaluate performance bi-annually and recommend opportunities for growth, promotions, or recognition.
  • Promote a positive, supportive, and high-performance culture.
Requirements:
  • A minimum of 3 years of leadership experience in a customer service environment is required.
  • You must have a proven background in e-commerce customer service, preferably with experience working with Shopify, BigCommerce, or Amazon.
  • A strong command of English, both written and spoken, is essential.
  • Familiarity with support tools like G Suite, Zendesk, Freshdesk, Intercom, or Gorgias is highly desirable.
  • You should have a track record of managing KPIs, attendance, and performance with precision.
  • Experience in regular team coaching, one-on-one mentoring, and performance reviews is necessary.
  • The ability to assess team well-being and provide support where needed is crucial.
  • Analytical skills to create, interpret, and act on performance reports are essential.
Benefits:
  • This role offers a unique opportunity to grow and develop your career in customer service leadership.
  • You will have the chance to work with a talented team of professionals who share your passion for delivering exceptional customer experiences.
  • A competitive compensation package and comprehensive benefits program are available to support your well-being and success.
Others:

This is an exciting opportunity for a motivated and experienced customer service professional to join our team. If you are passionate about driving performance and excellence in customer service, we encourage you to apply for this role.

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