Customer Service Manager

3 days ago

Cavite City, Calabarzon, Philippines beBeeExperience Full time ₱600,000 - ₱1,000,000

Job Overview:

Guest Experience Manager I

We are seeking a talented Guest Experience Manager I to join our hospitality team. This role is responsible for managing a team of specialists handling guest inquiries, resolving in-the-moment issues, coordinating with operations to ensure our apartments are always ready for guests, and taking initiative to find ways to improve guest satisfaction.

The ideal candidate will have 3+ years of service industry experience, 2+ years of management experience, and strong analytical, strategic, and collaborative skills. They should also be effective communicators with excellent organizational skills, and be able to write standard operating procedures (SOPs) and provide process improvements.

The successful candidate will be accountable to the metrics of the team and that of their direct reports, with the goal of reaching key performance indicators (KPIs) for productivity, efficiency, and quality. They will oversee guest communications and personalized service, providing support via phone, SMS, WhatsApp, chat, and email, and resolve escalated guest issues quickly and to mutually beneficial outcomes.

This role requires strong problem-solving skills, independent thinking, and the ability to work proactively and decisively in fast-paced environments. The Guest Experience Manager I will contribute to policy adherence and new tech implementation, and ensure system adherence, oversight, and process documentation.

Key Responsibilities:

  • Manage a team of 3-10 guest experience specialists to ensure exceptional service delivery during each shift.
  • Work Saturdays and Sundays, with two consecutive weekdays as your weekend.
  • Be accountable to the metrics of the team and that of your direct reports, with the goal of reaching KPIs for productivity, efficiency, and quality.
  • Oversee guest communications and personalized service; providing support via phone, SMS, WhatsApp, chat, and email.
  • Resolve escalated guest issues quickly and to mutually beneficial outcomes.
  • Support trust and safety tasks.
  • Contribute to policy adherence and new tech implementation.
  • Ensure system adherence, oversight, and process documentation.

Requirements:

  • 3+ years of service industry experience.
  • 2+ years of management experience, managing a customer service team, call center, or other applicable management experience.
  • Effective communication and organizational skills.
  • Strong analytical, strategic, and collaborative skills.
  • Demonstrated ability to write SOPs and provide process improvements.
  • Independent at handling all routine GX workflows: able to dive into the details while maintaining a bird's-eye-view.
  • Reliable, consistently on time, and follow through on what you promise.
  • Proactive by nature and able to act decisively when needed, especially in a pinch.
  • A lighthearted team player committed to uplifting your coworkers and the company.
  • Fearless handling of guest issues with a calm and positive demeanor.

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