Customer Service Director

1 day ago

San Juan, National Capital Region, Philippines beBeeCustomerService Full time ₱600,000 - ₱1,000,000

About the Role:

We are seeking an experienced customer service leader to drive and optimize our eCommerce subscription business's customer support operations.

This role requires strong leadership skills, extensive experience in customer service management, and a strategic mindset to enhance customer satisfaction and retention.

Key Responsibilities:
  • Lead, train, and mentor a team of customer service agents to deliver exceptional support and achieve customer service excellence.
  • Develop and maintain customer service standard operating procedures (SOPs) to drive efficiency, consistency, and continuous improvement.
  • Provide timely and effective support to customers via email and chat channels, ensuring a positive customer experience.
  • Oversee customer issues related to website functionality, account management, subscriptions, orders, and payments, resolving them efficiently and effectively.
  • Manage and monitor the end-to-end order fulfillment process to ensure accuracy, timeliness, and high-quality delivery.
  • Collaborate with internal teams to align customer service strategies with marketing, product, and fulfillment initiatives, driving business growth and customer satisfaction.
  • Create and manage detailed performance reports using data analytics tools to identify trends, measure performance, and implement improvements.
  • Develop and maintain self-service resources such as help center articles and FAQs to empower customers and reduce support queries.
  • Stay informed about new product releases and feature updates to provide accurate information to customers, enhancing their overall experience.
  • Ensure all customer interactions are handled professionally, positively, and in alignment with company values, fostering a culture of excellent customer service.
Requirements:
  • Bachelor's degree in Business Administration, Communications, or a 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 to achieve high levels of customer satisfaction and service quality.
  • Strong technical aptitude with the ability to quickly learn new tools and platforms, leveraging technology to drive customer service excellence.
  • Proficiency in CRM systems (Gorgias preferred) and e-commerce platforms (Shopify), with experience working with subscription management platforms like Recharge being a plus.
  • Excellent communication, interpersonal, and conflict resolution skills, with the ability to work effectively in a fast-paced environment.
  • Analytical mindset with experience using data tools to track performance, identify areas for improvement, and make data-driven decisions.
  • Ability to work independently and collaboratively within a team environment, prioritizing tasks and managing multiple projects simultaneously.

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