Global Customer Experience Leader

1 week ago

Pasig, National Capital Region, Philippines beBeeCustomer Full time ₱3,000,000 - ₱4,000,000
Job Title: Global Customer Experience Manager

The role of a Global Customer Experience Manager is to oversee the customer service operations and drive initiatives to improve employee performance, customer relationships, and team dynamics. This position will be responsible for enhancing the quality of the customer experience by developing the support team's skills, ensuring the right resources are in place, and promoting a customer-centric culture.

Key Responsibilities:

  • Develop and implement training programs that enhance agents' skills, product knowledge, and customer service techniques.
  • Collaborate with leadership to ensure the recruitment, onboarding, and retention of high-performing customer support agents.
  • Monitor performance metrics (e.g., customer satisfaction, issue resolution time) and identify trends to guide professional development initiatives.
  • Manage the performance review process, setting clear goals for team members and providing feedback to ensure continuous improvement.
  • Foster a positive and supportive team environment, ensuring employees feel motivated, valued, and recognized.
  • Organize and execute ongoing coaching and workshops.
  • Ensure that customer service standards and policies are maintained and upheld within the team.
  • Work closely with the leadership team to address any people's concerns, conflict resolution, and maintaining high morale within the team.
  • Advocate for the needs and professional growth of the support team within the broader company framework.
  • Collaborate with leadership to ensure alignment between company objectives and the customer service team's approach.
  • Assist with the development and implementation of retention strategies and career progression plans.

Requirements:

  • At least 5 years of proven experience in customer support management within a service-oriented industry, preferably in e-commerce or logistics, with direct experience working with Western companies, ideally based in North America.
  • Experience in managing multiple teams, with strong leadership and mentoring skills, and the ability to inspire and develop talent.
  • Excellent communication and interpersonal skills.
  • Ability to work cross-functionally with operations and leadership teams.
  • Strong organizational and time management skills.
  • Experience with performance management, feedback, and employee development.
  • Familiarity with customer service software (e.g., Zendesk, Freshdesk) and CRM systems is preferred. Proficiency in Zendesk is required.
  • A passion for fostering a positive team culture and delivering excellent customer service.

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