Chief Customer Experience Officer

5 hours ago

Mandaue City, Central Visayas, Philippines beBeeSupport Full time ₱1,200,000 - ₱1,800,000
Customer Support Leadership Role

The Customer Support Manager plays a vital role in driving initiatives to enhance employee performance, customer relationships, and team dynamics.

This position oversees the development of the support team's skills, ensuring the right resources are in place, and promoting a customer-centric culture.

The ideal candidate will work closely with leadership to implement training programs, performance management strategies, and ensure the team is motivated, engaged, and equipped to provide exceptional customer service.

  • Develop and implement training programs that enhance agents' skills, product knowledge, and customer service techniques.
  • Collaborate with leadership to ensure the recruitment, onboarding, and retention of high-performing customer support agents.
  • Monitor performance metrics (e.g., customer satisfaction, issue resolution time) and identify trends to guide professional development initiatives.
  • Manage the performance review process, setting clear goals for team members and providing feedback to ensure continuous improvement.
  • Foster a positive and supportive team environment, ensuring employees feel motivated, valued, and recognized.
  • Organize and execute ongoing coaching and workshops.
  • Ensure that customer service standards and policies are maintained and upheld within the team.
  • Work closely with the leadership team to address any people's concerns, conflict resolution, and maintaining high morale within the team.
  • Advocate for the needs and professional growth of the support team within the broader company framework.

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