Customer Experience Director

1 day ago

Las Piñas, National Capital Region, Philippines beBeeCustomerService Full time ₱800,000 - ₱1,200,000

Customer Service Lead

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This is an exciting opportunity to join our team as a Customer Service Lead. We are seeking a highly motivated and experienced professional to lead and optimize our eCommerce subscription business's customer support operations.

Key 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.
  • Stay informed about new product releases and feature updates to provide accurate information to customers.
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 technical aptitude with the ability to quickly learn new tools and platforms.
  • Proficiency in CRM systems and e-commerce platforms.
  • Excellent communication, interpersonal, and conflict resolution skills.
  • Ability to work independently and collaboratively within a team environment.

Our ideal candidate will possess excellent leadership skills, strategic thinking, and a passion for delivering exceptional customer experiences. If you have a strong background in customer service management and are looking for a challenging and rewarding role, we encourage you to apply.

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