Chief Customer Experience Officer

1 week ago

Manila, National Capital Region, Philippines beBeeCustomer Full time ₱40,000 - ₱55,000

Job Title: Customer Service Manager

Achieving Success as a Customer Service Leader

This role is responsible for leading and optimizing customer support operations in an eCommerce subscription business.

Key Responsibilities:

  • Team Leadership: Lead, train, and mentor a team of customer service agents to deliver exceptional support and drive results.
  • Issue Resolution: Identify and implement solutions to address recurring customer issues, ensuring long-term resolution and improved processes.
  • Process Development: Develop and maintain customer service SOPs to drive efficiency and consistency.
  • Customer Support: Provide timely and effective support to customers via email and chat, resolving inquiries efficiently.
  • Order Fulfillment: Oversee the end-to-end order fulfillment process to ensure accuracy and timely delivery.
  • System Utilization: Utilize internal tools and systems such as Shopify, Recharge, Rebuy, and Gorgias CRM to manage customer interactions and resolve inquiries.
  • Collaboration: Collaborate with internal teams to align customer service strategies with marketing, product, and fulfillment initiatives.
  • Data Analysis: Create and manage detailed performance reports using data analytics tools to identify trends and implement improvements.
  • Self-Service Resources: Develop and maintain self-service resources such as help center articles and FAQs to empower customers.
  • Product Knowledge: Stay informed about new product releases and feature updates to provide accurate information to customers.

Requirements:

  • Bachelor's degree in Business Administration, Communications, or related field.
  • Minimum of 5 years experience in customer service management, ideally in an e-commerce or subscription-based environment.
  • Proven leadership experience with a track record of managing and coaching customer support teams.
  • Strong technical aptitude with the ability to quickly learn new tools and platforms.
  • Proficiency in CRM systems (Gorgias preferred) and e-commerce platforms (Shopify).
  • Experience with subscription management platforms such as Recharge is a plus.
  • Strong problem-solving skills with the ability to implement strategic solutions for recurring issues.
  • Excellent communication, interpersonal, and conflict resolution skills.
  • Experience working with Microsoft Office Suite and Google Workspace tools.
  • Analytical mindset with experience using data tools to track performance and identify areas for improvement.
  • Ability to work independently and collaboratively within a team environment.
  • Demonstrated ability to manage multiple priorities in a fast-paced environment.

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