Director of Customer Experience

15 hours ago

San Fernando, Central Luzon, Philippines beBeeCustomerSupport Full time ₱4,500 - ₱6,000
Customer Support Director

We are seeking an experienced and proactive individual to lead and optimize our customer support operations.

Responsibilities:
  • Lead, train, and mentor a team of customer service agents to deliver exceptional support
  • Identify and implement solutions to address the root cause of recurring customer issues, ensuring long-term resolution and improved processes
  • Develop and maintain customer service SOPs to drive efficiency and consistency
  • Provide timely and effective support to customers via email and chat
  • Oversee customer issues related to website functionality, account management, subscriptions, orders, and payments
  • Manage and monitor the end-to-end order fulfillment process to ensure accuracy and timely delivery
  • Collaborate with internal teams to align customer service strategies with marketing, product, and fulfillment initiatives
  • Create and manage detailed performance reports using data analytics tools to identify trends and implement improvements
  • Develop and maintain self-service resources such as help center articles and FAQs to empower customers

The ideal candidate will have outstanding written and verbal communication skills, with a proven ability to manage complex customer interactions in a fast-paced environment. Strong technical aptitude with the ability to quickly learn new tools and platforms is also required.

Requirements:
  • Bachelor's degree in Business Administration, Communications, or related field
  • Minimum of 5 years experience in customer service management, ideally in an e-commerce or subscription-based environment
  • Proven leadership experience with a track record of managing and coaching customer support teams
  • Strong problem-solving skills with the ability to implement strategic solutions for recurring issues
  • Excellent communication, interpersonal, and conflict resolution skills

Please note that only candidates with the required qualifications and experience will be considered for this role.

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