Senior Customer Experience Manager

2 days ago

Manila, National Capital Region, Philippines beBeeCustomerServiceSupervisor Full time $60,000 - $80,000
Job Description

As a Customer Service Supervisor, you will provide leadership and direction to customer service personnel through effective communication. You will support escalated customer service activities and provide sales growth opportunities for assigned lines of business.

  • Meet and exceed key performance indicators set by the business.
  • Lead and motivate the team for continuous improvements towards achievement of set goals.
  • Monitor team performance daily.
  • Analyze stats trends and formulate/implement action plans to ensure continuous improvement.
  • Adhere to business workflows set by the division.
  • Assist and support subordinates towards first call resolution by providing real-time solutions.
  • Communicate key imperatives and team strategies during pre-shifts.
  • Create daily and/or weekly goals directly related to the business' mission and vision.
  • Set team and individual goals that compliment overall strategy.
Responsibilities

I Bay Management

Manage teams to meet and exceed performance targets, drive continuous improvement initiatives, monitor daily performance, and adhere to established workflows.

II Monitoring, Coaching & Mentoring

Conduct documented monitoring sessions, provide feedback, and develop logical problem-solving skills in team members.

III Ensure (by inspection) day-to-day business practices are incorporated

Timely respond to escalations, verify problems before further escalation, and maintain open communication with identified escalation points.

IV Timely completion of administrative tasks

Provide updates on headcount and absence to management, manage activities efficiently, and prepare reporting requirements.

V Maintain positive work environment

Cultivate a positive workplace culture by coaching, mentoring, and maintaining open communication lines.

VI Maintain 2-Way communication both up and down the chain of command

Establish and maintain dialogue with management and subordinates, provide status updates, and conduct timely pre-shifts.

VII Performs subordinate functions and responsibilities when needed

  • Process customer orders via phone, fax, and email.
  • Provide price and availability information for standard items.
  • Process requests for special items, reworks, and brand authorization for specific orders.
  • Offer alternative selling options and basic catalog information to customers.
  • Process claims and return goods authorization after analyzing customer inquiries.
  • Coordinate with PTS US escalation points on expedites, technical assistance, pricing information, e-business, product samples, account setup, and sales.
  • Process all requests for order maintenance, cancellations, delays, accelerations, and quantity changes.
  • Manage and review open backorders to ensure proper release and shipment based on customer instructions.
  • Coordinate order releases, invoicing, picking, billing, and shipping with credit and collections teams.
  • Ensure distributors, orders, and shipments comply with trade regulations.
  • Maintain and update customer profile information at Oracle CRM or any central repository.
  • Participate in sales-driven projects and team initiatives.
  • Provide value-added services to customers and sales teams.
  • Initiatives on team needs to improve oneself and the team.

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