Deliver Exceptional Customer Experiences

1 day ago

Angeles City, Central Luzon, Philippines beBeeLeadership Full time ₱800,000 - ₱1,500,000
Customer Service Operations Supervisor

We design, build and deliver end-to-end Customer Experience (CX) solutions for respected brands. Our global footprint spans 31 countries across five continents with over 60,000 employees speaking 60 languages.

This role involves managing customer service operations across multiple channels for end customers. Responsibilities include supporting frontline agents through handling consult calls, managing escalations, supervising teams and other related duties.

  • Supervise and oversee a team of agents.
  • Participate in training sessions and stay updated on new information and procedures.
  • Transfer knowledge of tools and workflows to team members.
  • Develop and streamline operational procedures.
  • Coach, motivate, recognize and discipline team members as needed.
  • Provide quality service to internal and external customers across various channels.
  • Assist agents with complex customer interactions.
  • Maintain open communication between agents, supervisors and management.
  • Ensure adherence to policies, procedures and company programs.
  • Monitor and report on agent attendance, performance and productivity.
  • Prepare accurate reports and ensure service level standards are met.
  • Manage system performance and troubleshoot issues.
  • Conduct agent observations and provide feedback.
  • Support employee incentive programs and departmental duties in absence of team members.
  • Perform additional duties as assigned.
Requirements

Knowledge, Skills and Abilities:

  • Assertive, well-organized self-starter with sales experience.
  • Management experience in customer service or related fields is desirable.
  • Proactive with strong problem-solving skills and customer needs anticipation.
  • Exceptional communication skills, both written and verbal.
  • Ability to coach, redirect and adapt delivery based on user ability.
  • Professional customer service orientation with a solutions mindset.
  • Ability to recognize trends and escalate issues appropriately.
  • Strong troubleshooting and problem-solving skills.
  • Commitment to high-quality standards and responsibility for follow-up.
  • Experience motivating sales/service teams and exceeding performance metrics.
  • Effective presentation skills across communication channels.
  • Ability to analyze information and develop effective solutions.
  • Resilience in stressful situations and a positive professional demeanor.
  • College or Bachelor's Degree in a related field preferred.

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