Visionary Leadership Role

1 day ago

Tarlac City, Central Luzon, Philippines beBeeCustomerExperience Full time ₱800,000 - ₱1,000,000
Team Leader Opportunity

We are seeking an exceptional Leadership Professional to spearhead our Customer Experience team. This is a pivotal role responsible for guiding and developing a high-performing team, ensuring consistent achievement of service levels and customer satisfaction, and continually enhancing our phone support processes.

In the past few years, we've transformed this business into a successful enterprise and now require a driven and knowledgeable leader to propel our customer experience to the next level.

What You Can Expect from Us:

  • A dynamic environment in one of the world's fastest-growing companies.
  • An experienced leadership team with multiple successful projects.
  • A culture of self-improvement among top performers.
  • We strive for excellence and have a great time while doing it.
  • We foster growth and development in each other.
Key Responsibilities:
  1. Process Optimization: Establishing and monitoring key performance indicators (KPIs) to ensure consistent achievement of service levels and customer satisfaction.
  2. Quality Assurance: Implementing robust quality control processes to maintain high service standards and identify areas for improvement.
  3. Process Development: Leveraging data and insights to refine Phone Support processes and enhance the overall customer experience.
  4. Team Management: Building and mentoring a high-performing team, fostering a culture of excellence, innovation, and customer-centricity.
  5. Training & Development: Be the main point of contact for developing & training new joiners for the role.
  6. Documentation & Reporting: Document all team activities and outcomes to maintain clear records and identify trends.
  7. Performance Feedback: Provide clear, actionable feedback to relevant teams and leadership to help improve processes and prevent future negative online sentiment.
Critical Skills & Qualifications:
  • Outstanding Verbal and Written Communication in English.
  • Emotional Intelligence and Empathy.
  • Critical Thinking and Problem-Solving Mindset.
  • Proficiency with Customer Service Tools and Analytics Platforms.
Your Background:
  • At least 2 years of experience in a similar team leadership, customer service management, or operations role with a focus on customer satisfaction.
  • A proven track record of improving and maintaining high service levels and customer satisfaction.
  • Proficiency with customer service tools, analytics platforms, and quality assurance systems is essential.
  • Prior experience in the US e-commerce market is preferred.
  • Exceptional command of the English language, both written and spoken.

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