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Customer Experience Coordinator

1 week ago

Manila, National Capital Region, Philippines House of Franchise, Inc Full time

House of Franchise, Inc. is seeking a highly skilled Customer Service Supervisor to lead our customer service teams and drive operational excellence. As a seasoned professional with a passion for delivering exceptional customer experiences, you will be responsible for overseeing customer service operations, developing and implementing SOPs, and ensuring brand-specific service standards are met.

**Responsibilities:**

1. **Customer Service Operations Management**: Supervise and manage customer service teams across various brands to ensure high-quality support. Develop and implement standard operating procedures (SOPs) to maintain consistency in customer service processes across franchises.

2. **Team Leadership & Development**: Lead, mentor, and train customer service representatives to enhance their skills and knowledge. Conduct performance evaluations, coaching, and training programs to improve service quality and efficiency.

3. **Customer Experience Enhancement**: Analyze customer feedback, complaints, and trends to develop strategies that enhance the overall customer experience. Work closely with marketing and product teams to identify common customer concerns and proactively address potential service issues.

4. **Process Improvement & Technology Integration**: Optimize the use of CRM systems, chatbots, and other customer support technologies to enhance service efficiency. Identify areas for automation and process improvements to reduce response times and enhance service quality.

5. **Reporting & Performance Analysis**: Establish and monitor key performance indicators (KPIs) such as response time, resolution rate, customer satisfaction scores, and service quality metrics. Generate detailed reports on customer service trends, challenges, and opportunities to present to senior management.