Customer Experience Director

7 days ago

Dasmariñas, Calabarzon, Philippines beBeeCustomerService Full time ₱2,000,000 - ₱2,500,000
Job Opportunity

We are seeking a Customer Service Manager to lead our customer service team, ensuring efficient and high-quality service delivery. As a key member of our organization, you will play a critical role in maintaining our reputation for outstanding client relationships.

You will oversee the team responsible for answering inquiries, resolving issues, and supporting our clients throughout their journey with us. Your primary focus will be on continuously improving processes and enhancing the overall client experience.

Responsibilities:
  • Manage day-to-day operations of the Customer Service team.
  • Train and develop team members to ensure they have the necessary tools and knowledge to perform at their best.
  • Serve 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.
  • Collaborate 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.
  • Promote initiatives to enhance customer loyalty, satisfaction, and retention.
  • Maintain detailed customer service documentation, FAQs, and knowledge base content.
Qualifications:
  • 5+ years of experience in customer service, with at least 2 years in a leadership or managerial role.
  • Proven 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.
  • Familiarity with customer service platforms and CRM tools.
  • A passion for delivering exceptional service and building lasting client relationships.
  • Prior experience in a creative or design-driven environment is a plus.
  • Strong organizational skills and attention to detail.
Key Qualities:
  • Intellectually curious with a willingness to ask questions and challenge the status quo.
  • Self-motivated with a strong desire to deliver excellence.
  • Effective communicator with excellent collaboration and interpersonal skills.
  • Radical candor with a willingness to provide constructive feedback.
  • Results-driven with a focus on achieving measurable objectives.

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