Customer Service Operations Manager

1 day ago

Manila, National Capital Region, Philippines beBeeCustomer Full time $90,000 - $120,000

Unlock Your Potential as a Customer Support Manager

Job Description:

The ideal candidate will oversee and enhance customer service operations, driving initiatives to improve employee performance, customer relationships, and team dynamics. This role is responsible for developing the support team's skills, ensuring the right resources are in place, and promoting a customer-centric culture.

  • 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.

Required Skills & Qualifications:

  • 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.
  • Experience in managing multiple teams, with strong leadership and mentoring skills, and the ability to inspire and develop talent.
  • Excellent communication and interpersonal skills.
  • Able 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 and CRM systems.

Benefits:

This is a full-time, permanent position offering excellent opportunities for growth and development.

Key Performance Indicators (KPIs) will be discussed during the interview process.

Why Choose Us?

We offer a dynamic and supportive work environment, committed to delivering exceptional customer service and fostering a positive team culture.

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