Customer Experience Manager

5 days ago

Angeles City, Central Luzon, Philippines beBeeCustomerExperience Full time ₱600,000 - ₱800,000

About this role:

We are seeking a Customer Experience Manager to lead our team and drive exceptional customer experiences.

In this role, you will be responsible for managing day-to-day planning and operations of your team. You must ensure that each member delivers on their Service Level Agreements (SLAs) and achieves their Key Performance Indicators (KPIs).

You will also organize and handle the team, making sure everyone adheres to their schedules. Additionally, you will train and help in the development of your team by conducting team huddles and coaching sessions.

Evaluation of team members' strengths and weaknesses is another key aspect of this role. You will offer solutions for team growth and development, create reports of team performance, and document feedback from clients.

As the liaison between management and the team, you will manage issues that may arise, including HR-related ones. Creativity in finding solutions is essential in this position.

Key Responsibilities:

  • Manage day-to-day planning and operations of the team.
  • Maintain high standards of customer satisfaction.
  • Coach and develop team members.
  • Evaluate team performance and provide recommendations for improvement.
  • Ensure compliance with company policies and procedures.

Requirements:

  • At least two years of experience as a Team Leader in an outsourcing or similar company.
  • Excellent verbal and written communication skills.
  • Above-average technical knowledge.
  • Previous experience working in phone, email, and live chat customer support roles.
  • Familiarity with e-commerce, Zendesk, or other CRM tools.

What We Offer:

We prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in our various departments, including Total Rewards, Wellness, HR, and Diversity.

We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within our organization.

How We Partner To Protect You:

We will neither solicit money from you during your application process nor require any form of payment to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters.

DEI:

We believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business.

We are committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

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