Customer Experience Director

13 hours ago

Ayala Alabang, National Capital Region, Philippines beBeeLeadership Full time ₱6,000,000 - ₱8,000,000

**Job Title:** Customer Support Manager

The primary objective of this role is to oversee and enhance customer service operations. As a key member of the team, you will be responsible for driving initiatives to improve employee performance, customer relationships, and team dynamics.

**Key Responsibilities:

  • Develop and Implement Training Programs: Enhance agents' skills, product knowledge, and customer service techniques to ensure exceptional customer experience.
  • Collaborate with Leadership: Ensure recruitment, onboarding, and retention of high-performing customer support agents, while monitoring performance metrics to guide professional development initiatives.
  • Manage Performance Reviews: Set clear goals for team members, provide feedback for continuous improvement, and foster a positive team environment that encourages motivation, value, and recognition.
  • Ensure Customer Service Standards: Maintain and uphold customer service standards and policies within the team, working closely with leadership to address any concerns and maintain high morale.

**Must-Have Skills & Qualifications:

  • At least 5 years of proven experience in customer support management within a service-oriented industry, preferably in e-commerce or logistics.
  • Experience managing multiple teams, strong leadership, and mentoring skills, inspiring and developing talent.
  • Excellent communication and interpersonal skills, ability to work cross-functionally with operations and leadership teams.

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