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Carousell Customer Experience Manager

1 week ago

Pasig, National Capital Region, Philippines Peak XV Full time
About Us

We are a leading multi-category platform for secondhand in Greater Southeast Asia, on a mission to make secondhand the first choice. Our team is passionate about solving meaningful problems and creating a culture of hiring, developing, and promoting people who embody our values of HEART.

Job Summary

This is a great opportunity to work with a dynamic team that strives to deliver exceptional customer service and support. As a Customer Experience Manager, you will be responsible for overseeing the customer support team and ensuring that our customers receive the best possible service.

Main Responsibilities
  1. Serve as the primary point of contact on daily operations for BP (BasePromise) and CE (Certified) customer support team.
  2. Act as support and backup to the Sales Assisted, Professional Account, and Open Marketplace Customer Support Manager.
  3. Review staff performance and customer issues to identify areas for improvement.
  4. Work with the Quality Assurance Team to enhance operational efficiency and customer satisfaction.
  5. Ensure service level targets are met; maintain the right headcount, and calculate inquiry capacity.
  6. Prepare and manage staff schedules to ensure adequate coverage for daily tasks, including approving daily time records needed for our agencies and BPO invoices.
  7. Act as an escalation point for user queries that agents are unable to resolve.
  8. Organize and oversee training for new hires and onboarded agents.