Leader in Customer Experience

21 hours ago

Bacoor, Calabarzon, Philippines beBeeCustomer Full time ₱800,000 - ₱1,000,000
Team Leadership Opportunity

The company is seeking a highly skilled and proactive team leader to join its Customer Experience (CX) team. This critical role is responsible for leading and developing a high-performing team, ensuring consistent achievement of service levels and customer satisfaction.

This opportunity allows you to leverage your leadership skills to take the company's customer experience to the next level. As a key member of the CX team, you will be responsible for implementing robust quality control processes, refining phone support processes, and enhancing the overall customer experience.

  • Job Responsibilities:
  • Operational Excellence: Establishing and monitoring key performance indicators (KPIs) to ensure consistent achievement of service levels and customer satisfaction.
  • Quality Assurance: Implementing robust quality control processes to maintain high service standards and identify areas for improvement.
  • Process building: Leveraging data and insights to refine Phone Support processes and enhance the overall customer experience.
  • Team Leadership: Building and mentoring a high-performing team, fostering a culture of excellence, innovation, and customer-centricity.
  • Training: Be the main point of contact for developing & training new joiners for the role.
  • Documentation & Reporting: Document all team activities and outcomes to maintain clear records and identify trends.
  • Feedback Loop: Provide clear, actionable feedback to relevant teams and leadership to help improve processes and prevent future negative online sentiment.
Core Skills and Competencies:
  • 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
Required Qualifications:
  • 2+ years in a similar team leadership, customer service management, or operations role with a focus on customer satisfaction.
  • 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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