Senior Customer Experience Manager

16 hours ago

Pulong Santa Cruz, Calabarzon, Philippines beBeeCustomer Full time ₱900,000 - ₱1,200,000
Job Title: Senior Customer Experience Manager

The Opportunity:

We are seeking a highly skilled and proactive Senior Customer Experience Manager to lead and develop a high-performing team. This critical role ensures consistent achievement of service levels and customer satisfaction while continuously enhancing our phone support processes.

We've experienced significant growth, and now we need a driven and knowledgeable leader to take our customer experience to the next level.

Key Responsibilities:

  1. Establish and monitor key performance indicators (KPIs) to ensure consistent achievement of service levels and customer satisfaction.
  2. Implement robust quality control processes to maintain high service standards and identify areas for improvement.
  3. Leverage data and insights to refine Phone Support processes and enhance the overall customer experience.
  4. Build and mentor a high-performing team, fostering a culture of excellence, innovation, and customer-centricity.
  5. Develop and train new joiners for the role.
  6. Document all team activities and outcomes to maintain clear records and identify trends.
  7. Provide clear, actionable feedback to relevant teams and leadership to help improve processes and prevent future negative online sentiment.

Required Skills and Qualifications:

  • Exceptional verbal and written communication in English.
  • Emotional intelligence and empathy.
  • Critical thinking and problem-solving mindset.
  • Proficiency with customer service tools and analytics platforms.

Benefits:

  • 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 a must.
  • Preference for candidates with experience in the US e-commerce market.
  • Outstanding command of the English language, both written and spoken.

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