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Customer Experience Leader
3 weeks ago
About TRANS PILIPINAS POWER &AUTOMATION, INC.
We are seeking a highly skilled Customer Service Manager to lead and manage our high-performing customer service team. The ideal candidate will have a proven track record of delivering exceptional customer experiences and driving business growth through effective customer service strategies.
Key Responsibilities
- Develop and implement customer service strategies to improve customer satisfaction, reduce churn, and enhance the overall customer experience.
- Monitor key performance indicators (KPIs) such as customer satisfaction scores, resolution times, and first-call resolution rates to identify areas for improvement and drive continuous process optimization.
- Lead and manage a high-performing customer service team responsible for providing exceptional support to customers across various channels (phone, email, chat, social media).
Requirements
Proven Experience: Minimum of 3-5 years of experience in a customer service leadership role, preferably within a relevant industry (e.g., retail, hospitality, telecommunications).
Strong Leadership & Communication: Excellent communication, interpersonal, and presentation skills. Ability to motivate, coach, and mentor a high-performing customer service team.
Analytical & Problem-Solving: Strong analytical and problem-solving skills with the ability to identify and address customer service issues effectively and efficiently.
Additional Skills
English Language, Customer Service, Scheduling, Problem Solving, Team Player, Salesforce, Technical Skills, Organizational Skills, People Skills
