Chief Customer Service Officer

16 hours ago

Tarlac City, Central Luzon, Philippines beBeeCustomer Full time ₱5,000,000 - ₱7,000,000

Enhance Your Career with a Customer Support Leadership Role

As a seasoned professional, you have the expertise to drive initiatives that boost employee performance, customer relationships, and team dynamics. We seek an experienced Customer Support Manager to lead our customer service operations.

Key Responsibilities

  • Develop training programs to enhance agents' skills, product knowledge, and customer service techniques.
  • Collaborate with leadership to recruit, onboard, and retain high-performing customer support agents.
  • Monitor performance metrics (e.g., customer satisfaction, issue resolution time) and identify trends to guide professional development initiatives.
  • Manage performance reviews, setting clear goals for team members and providing feedback for continuous improvement.
  • Foster a positive team environment, ensuring employees feel motivated, valued, and recognized.
  • Organize coaching and workshops to ensure ongoing development.
  • Maintain customer service standards and policies within the team.
  • Address people's concerns, resolve conflicts, and maintain high morale within the team.
  • Advocate for the support team's needs and growth within the company framework.
  • Align company objectives with the customer service team's approach.

Requirements

  • At least 5 years of proven experience in customer support management within a service-oriented industry, preferably in e-commerce or logistics.
  • Experience managing multiple teams, with strong leadership and mentoring skills.
  • Excellent communication and interpersonal skills.
  • Ability to work cross-functionally with operations and leadership teams.
  • Strong organizational and time management skills.
  • Experience with performance management, feedback, and employee development.
  • Proficiency in customer service software (e.g., Zendesk, Freshdesk) and CRM systems is preferred.
  • A passion for fostering a positive team culture and delivering excellent customer service.

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