Senior Customer Service Leader

7 days ago

Tanauan, Calabarzon, Philippines beBeeCustomer Full time ₱800,000 - ₱1,000,000

Customer Service Director

">Job Summary:">

We are seeking an experienced and skilled Customer Service Director to lead our 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 and mentor a team of customer service agents to deliver exceptional support.">
  • Identify and implement solutions to address 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.">
">Requirements:">
  • ">
  • Bachelor's degree in Business Administration, Communications, or related field.">
  • Minimum 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.">
  • 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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