Customer Experience Manager

6 days ago

Ayala Alabang, National Capital Region, Philippines beBeeCustomerService Full time ₱800,000 - ₱1,200,000
Customer Service Manager Job

We are seeking a highly skilled Customer Service Manager to lead our customer service team. As a key member of our organization, you will be responsible for ensuring exceptional customer experiences across all online channels.

  • You will oversee the strategic and day-to-day operations of our customer service team, including optimizing workflows for efficiency and managing service levels through effective workforce management, scheduling, and queue management.
  • A key part of this is using data to analyze team performance, identify trends, and prepare regular reports for senior management to drive decision-making.

Prioritizing Exceptional Customer Relations:

  • Guarantee exceptional customer relations by empowering your team with the tools and knowledge to make autonomous decisions that satisfy customers.
  • Ensure every interaction is personalized and exceeds expectations.

Developing High-Performing Teams:

  • Build and manage a high-performing team, from recruiting top talent to integrating, training, and developing each team member.
  • Implement personalized development plans to increase their autonomy and prepare them for future roles within the company.

Strategic Management:

  • Oversight of regulatory compliance: Hold ultimate responsibility for the team's strict adherence to international banking regulations.
  • Quality Assurance (QA): Develop and manage a robust QA program to regularly audit interactions and account-opening procedures.

Requirements:

  • Excellent analytical skills and organizational capacity.
  • Excellent Excel skill.
  • Successful experience in e-commerce/logistics/delivery or strong interest in it.
  • Creativity to solve digital problems.
  • Dynamic and high sense of responsibility.

What We Offer:

  • Competitive remuneration package based on experience.
  • Mandatory Government Benefits (SSS, PhilHealth, PAGIBIG).
  • HMO coverage.
  • An opportunity to be a shareholder.
  • Teammate Decathlon purchase discount.
  • Yearly sports voucher.

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