Senior Customer Satisfaction Leader

2 days ago

Angeles City, Central Luzon, Philippines beBeeExcellence Full time ₱3,500,000 - ₱5,000,000
Job Title: Operational Excellence Manager

The Opportunity:

We are seeking a highly skilled and proactive Operational Excellence Manager to join our Customer Experience team. This is a critical role responsible for leading and developing a high-performing team, ensuring consistent achievement of service levels and customer satisfaction, and continuously enhancing our phone support processes.

In the last 2 years, we've grown significantly and now need a driven and knowledgeable leader to join us in taking our customer experience to the next level.

So, What Should You Expect?

  • A fast-growing and innovative brand with a strong focus on customer satisfaction.
  • A highly experienced founders team with multiple successful projects and over $700M+ in collective experience.
  • A self-improvement-driven culture of top A-players in their respective fields.
  • A collaborative and dynamic work environment that fosters growth and innovation.

Job Responsibilities:

Operational Excellence: Establishing and monitoring key performance indicators (KPIs) to ensure consistent achievement of service levels and customer satisfaction.

Quality Assurance: Implementing robust quality control processes to maintain high service standards and identify areas for improvement.

Process Building: Leveraging data and insights to refine Phone Support processes and enhance the overall customer experience.

Team Leadership: Building and mentoring a high-performing team, fostering a culture of excellence, innovation, and customer-centricity.

Training: Be the main point of contact for developing & training new joiners for the role.

Documentation & Reporting: Document all team activities and outcomes to maintain clear records and identify trends.

Feedback Loop: Provide clear, actionable feedback to relevant teams and leadership to help improve processes and prevent future negative online sentiment.

????Core Skills and Competencies:

  • Exceptional Verbal and Written Communication
  • Emotional Intelligence and Empathy
  • Critical Thinking and Problem-Solving Mindset
  • Proficiency with Customer Service Tools and Analytics Platforms

Your Experience:

Requirements: 2+ years in a similar team leadership, customer service management, or operations role with a focus on customer satisfaction.

Preferred Qualifications: Proficiency with customer service tools, analytics platforms, and quality assurance systems is a must. Preference for candidates with experience in the US e-commerce market.

Key Performance Indicators: Outstanding command of the English language, both written and spoken.

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