Customer Experience Manager

7 days ago

Dasmariñas, Calabarzon, Philippines beBeeLeadership Full time $80,000 - $120,000
Job Title: Customer Service Professional

We are seeking an experienced and proactive customer service leader to lead and optimize our e-commerce 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.

The ideal candidate will have outstanding written and verbal English communication skills, with a proven ability to manage complex customer interactions in a fast-paced environment.

Key Responsibilities:
  • Lead, train, and mentor a team of customer service agents to deliver exceptional support.
  • Identify and implement solutions to address the root cause of recurring customer issues, ensuring long-term resolution and improved processes.
  • Develop and maintain customer service SOPs to drive efficiency and consistency.
  • Provide timely and effective support to customers via email and chat.
  • Oversee customer issues related to website functionality, account management, subscriptions, orders, and payments.
  • Manage and monitor the end-to-end order fulfillment process to ensure accuracy and timely delivery.
  • Utilize internal tools and systems to manage customer interactions and resolve inquiries.
  • Collaborate with internal teams to align customer service strategies with marketing, product, and fulfillment initiatives.
  • Create and manage detailed performance reports using data analytics tools to identify trends and implement improvements.
  • Develop and maintain self-service resources such as help center articles and FAQs to empower customers.
Qualifications:
  • 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 and e-commerce platforms.
  • 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.

Essential Skills:

  • Leadership
  • Customer Service Management
  • Communication
  • Problem-Solving
  • Technical Aptitude

We offer competitive salary, benefits package, and opportunities for professional growth.

Join our organization where you can grow and develop your career. We look forward to receiving your application.

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