Customer Service Operations Manager

1 day ago

Manila, National Capital Region, Philippines beBeeCustomerService Full time ₱800,000 - ₱1,200,000
Senior Customer Service Professional

Job Title: Senior Customer Service Specialist


We are seeking a seasoned customer service professional to join our team, with the opportunity to grow into a leadership role. This position is ideal for an experienced customer service specialist who thrives in complex environments and is ready to take the next step in their career by mentoring others and driving process improvements.

The ideal candidate will have 5+ years of customer service experience, preferably with 3 years in e-commerce, and expertise in managing customer interactions via email and social media platforms (Facebook, Instagram, Tiktok).

Key Responsibilities:

  1. Manage escalated and complex customer inquiries across emails and social media platforms with a focus on resolution, customer satisfaction, and efficiency.
  2. Process backoffice tasks such as refunds, returns, replacements, and order adjustments with high attention to detail.
  3. Support cross-functional collaboration to resolve customer pain points and improve workflows.

Leadership Development & Team Support

  1. Mentor and support junior team members by sharing best practices and providing informal guidance.
  2. Assist in onboarding and training new team members as needed.
  3. Act as the first point of contact for escalations from the team when the supervisor is unavailable.

Process & Performance Optimization

  1. Identify trends in customer inquiries to recommend process enhancements.
  2. Support the implementation of new tools or workflows that improve team efficiency.
  3. Contribute to updating the knowledge base and internal documentation for streamlined operations.

Metrics & Reporting

  1. Monitor personal and team KPIs such as response time, resolution rate, and CSAT.
  2. Provide feedback on recurring customer issues and suggest improvements.

Requirements:

  • 5+ years of customer service experience, with at least 3 years working for e-commerce brands.
  • Solid background handling multi-channel support (emails and social media platforms).
  • Experience assisting or stepping into leadership responsibilities (preferred).

Skills:

  • Advanced written and verbal communication skills.
  • Strong problem-solving and conflict resolution abilities.
  • Familiarity with customer service platforms (e.g., Zendesk, Gorgias, Freshdesk) and social media management tools.
  • Proficiency in e-commerce platforms like Shopify, Magento, or WooCommerce.

Benefits:

  • Leadership growth opportunities.
  • Impactful role in shaping customer service operations.
  • Flexible work options.
  • Culture aligned with customer-obsessed values.

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