Senior Customer Service Operations Director

2 days ago

Mandaluyong City, National Capital Region, Philippines beBeeCustomer Full time ₱25,000 - ₱35,000

Job Summary

The Senior Customer Relations Supervisor oversees a team of customer relations professionals to foster lasting relationships with clients through exceptional after-sales service.

Key Responsibilities:

  • Coordinate client interactions, collaborating with designers, project coordinators, technicians, and installers regarding after-sales service issues and schedules.
  • Identify solutions to customer concerns and resolve complaints promptly.
  • Develop strategies to enhance service quality, productivity, and profitability.
  • Evaluate service quality and customer satisfaction using identified metrics.
  • Lead a team of Customer Relations Associates, conducting performance evaluations and providing feedback.
  • Implement process improvement projects to optimize team productivity and customer experience.
  • Update the internal knowledge base and lead new team member training.
  • Align department initiatives with company objectives.
  • Negotiate with senior-level stakeholders to resolve concerns and issues.
  • Liaise directly with senior management and handle VIP client interactions.

Qualifications:

  • Bachelor's degree from an accredited university.
  • At least 6 years of experience in customer care and service.
  • Proficiency in MS Office applications.
  • Excellent communication, customer service, and interpersonal skills.
  • Ability to work effectively under pressure and as part of a cross-functional team.

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