Chief Customer Experience Officer

1 week ago

Pagadian, Zamboanga Peninsula, Philippines beBeeCustomerService Full time $80,000 - $100,000
Customer Service Manager Job Summary

We are seeking a highly skilled Customer Service Manager to lead and optimize our 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.
  • 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.
  • 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.
  • Stay informed about new product releases and feature updates to provide accurate information to customers.

Requirements: A Bachelor's degree in Business Administration, Communications, or related field is required. At least 5 years of experience in customer service management, ideally in an e-commerce or subscription-based environment, is preferred.

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