Senior Customer Experience Manager

3 days ago

Cabuyao, Calabarzon, Philippines beBeeCustomer Full time $70,000 - $100,000
Customer Service Leadership Role

This leadership position requires a strong strategic mindset to enhance customer satisfaction and retention. A manager with extensive experience in customer service is required to lead a team of agents and implement solutions to address recurring issues.

Key Responsibilities:
  • Lead Team: Manage and train a team of customer support professionals.
  • Solve Issues: Identify and implement long-term resolutions for recurring customer complaints.
  • Develop SOPs: Create and maintain standard operating procedures for efficient customer service delivery.
  • Provide Support: Offer timely and effective assistance to customers via email and chat.
  • Manage Orders: Oversee customer inquiries related to website functionality, account management, subscriptions, orders, and payments.
  • Utilize Tools: Leverage internal systems such as Shopify, Recharge, and Gorgias CRM to manage customer interactions and resolve inquiries.
  • Collaborate Teams: Work with internal teams to align customer service strategies with marketing, product, and fulfillment initiatives.
  • Analyze Data: Use data analytics tools to identify trends and implement improvements.
  • Create Resources: Develop self-service resources such as help center articles and FAQs to empower customers.
Essential Qualifications:
  • Bachelor's Degree: In Business Administration or a related field.
  • Leadership Experience: Proven track record of managing and coaching customer support teams.
  • Technical Skills: Strong technical aptitude with the ability to quickly learn new tools and platforms.
  • CRM Proficiency: Proficiency in CRM systems (Gorgias preferred) and e-commerce platforms (Shopify).
  • Problem-Solving: Strong problem-solving skills with the ability to implement strategic solutions.
  • Communication: Excellent communication, interpersonal, and conflict resolution skills.
  • Teamwork: Ability to work independently and collaboratively within a team environment.

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