Senior Customer Experience Director

1 week ago


Makati City, National Capital Region, Philippines Fresh Prints Full time
Customer Support Position

This role is a key part of our customer-facing team, ensuring that our customers receive top-notch support. As the Head of Customer Service, you will lead our support team, developing and refining support processes to improve efficiency and customer satisfaction.

Responsibilities
  1. Develop and implement support processes that enhance customer satisfaction and operational efficiency.
  2. Lead and mentor a team of customer service professionals, fostering a high-performance culture.
  3. Set clear KPIs and drive the team to achieve operational excellence.
  4. Identify areas for improvement and implement solutions to elevate service quality.
  5. Collaborate with cross-functional teams to provide customer insights.
  6. Manage escalations and critical customer issues, ensuring timely resolution.
Qualifications
  1. At least 1 year of experience in the e-commerce industry.
  2. At least 3 years in a managerial role leading a Customer Service team.
  3. Strong leadership skills with the ability to inspire and develop a team.
  4. High emotional intelligence (EQ) and excellent interpersonal skills.
  5. Exceptional problem-solving abilities and a data-driven mindset.
  6. Proficiency in customer service tools is a plus.
  7. Native or near-native English fluency.


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