Client Experience Manager

7 days ago

Biñan, Calabarzon, Philippines beBeeCustomerService Full time ₱600,000 - ₱1,100,000
About the Role

We are seeking a highly skilled Customer Service Manager to lead our customer service team. This individual will be responsible for ensuring efficient, high-quality service delivery and maintaining our reputation for outstanding client relationships.

The ideal candidate will have 5+ years of experience in customer service, with at least 2 years in a leadership or managerial role. They will possess strong communication skills, both written and verbal, and be able to engage clients and teams effectively.

The successful candidate will also have a passion for delivering exceptional service and building lasting client relationships. They will be self-motivated, with a meaningful reason to deliver excellence, and operate with a level of urgency, valuing immediate action where prudent.

This is an excellent opportunity for someone who is naturally customer-centric and has a bias towards talking to customers to understand them. The ideal candidate will be results-driven, focusing on achieving and exceeding measurable objectives.

Responsibilities
  • Lead, mentor, and manage the day-to-day operations of the customer service team.
  • Train and develop team members to ensure they have the tools and knowledge to perform at their best.
  • Act as an escalation point for complex or high-priority customer issues, working closely with customers to resolve concerns efficiently.
  • Monitor customer interactions and feedback to identify trends, opportunities for improvement, and potential areas of innovation.
  • Work with cross-functional teams to ensure customer expectations are met and exceeded.
  • Develop and implement best practices for customer service processes and workflows.
  • Analyze customer service metrics to track team performance and customer satisfaction, providing regular reporting to leadership.
  • Drive initiatives to enhance customer loyalty, satisfaction, and retention.
Qualifications
  • 5+ years of experience in customer service, with at least 2 years in a leadership or managerial role.
  • Strong experience managing a team and fostering a collaborative, customer-centric culture.
  • Excellent communication skills, both written and verbal, with the ability to engage clients and teams effectively.
  • Strong problem-solving and conflict resolution skills.
  • Ability to work under pressure and manage multiple priorities in a fast-paced environment.
Becoming Part of Our Team

We prioritize and maintain a fair, inclusive, and equitable workplace free from discrimination, harassment, and retaliation. We welcome applicants from all backgrounds and encourage diversity in the workplace.

Hiring Process
  1. Submit your application. Please submit your resume/CV in English.
  2. Initial chat with global recruiter.
  3. Hiring manager interview.
  4. Assessment/case study - if applicable.
  5. Final interview.

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