Service Excellence Specialist

2 days ago

San Juan, National Capital Region, Philippines beBeeCustomer Full time $60,800 - $76,100

About Our Team

We empower individuals to unleash their creativity and bring unique ideas to life through customized products. Our exceptional team delivers top-quality products, providing a seamless experience.

Our team is fully remote, requiring a fast internet connection.

The Role

As a Customer Service Manager, you will lead our customer service team, ensuring efficient and high-quality service delivery. You will oversee the team responsible for answering inquiries, resolving issues, and supporting clients throughout their journey with us.

Key responsibilities include leading and managing day-to-day operations, training and developing team members, acting as an escalation point for complex customer issues, monitoring customer interactions and feedback, working with cross-functional teams, developing best practices, and analyzing metrics to track team performance and customer satisfaction.

Responsibilities
  • Lead and manage the day-to-day operations of the customer service team.
  • Train and develop team members to ensure they have the tools and knowledge to perform at their best.
  • Act as an escalation point for complex or high-priority customer issues, working closely with customers to resolve concerns efficiently.
  • Monitor customer interactions and feedback to identify trends and opportunities for improvement.
  • Work with cross-functional teams to ensure customer expectations are met and exceeded.
  • Develop and implement best practices for customer service processes and workflows.
  • Analyze customer service metrics to track team performance and customer satisfaction.
Qualifications
  • 5+ years of experience in customer service, with at least 2 years in a leadership or managerial role.
  • Strong experience managing a team and fostering a collaborative culture.
  • Excellent communication skills, both written and verbal.
  • Strong problem-solving and conflict resolution skills.
  • Familiarity with customer service platforms and CRM tools.
Key Skills and Qualifications
  • Intellectually curious and self-motivated.
  • Good communication skills and radical candor.
  • Operates with a level of urgency and natural customer centricity.
  • Results-driven and focused on achieving measurable objectives.

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