Service Excellence Lead

1 week ago

Dumaguete, Central Visayas, Philippines beBeeCustomerExperience Full time ₱4,000 - ₱6,000
About Us

We strive to empower individuals to unleash their creativity and bring unique ideas to life through custom product production. Our mission is to deliver top-quality customized products, providing a seamless experience via exceptional team and AI-integrated systems. By manufacturing products, we liberate customers to focus on passions, driving success and fulfillment.

Our global presence attracts world-class talent from diverse backgrounds. We have team-members across the U.S., Europe, South America, Africa, and Asia/Pacific.

All roles are 100% remote from anywhere in the world, as long as you have all your tools and a fast, stable internet connection.

The Role

As a Customer Service Manager, you will lead our customer service team, ensuring efficient service delivery and maintaining outstanding client relationships. You will oversee the team responsible for answering inquiries, resolving issues, and supporting clients throughout their journey with us.

Responsibilities
  • Lead and manage day-to-day operations of the Customer Service team.
  • Develop and train team members to ensure they perform at their best.
  • Act as an escalation point for complex or high-priority customer issues, working closely with customers to resolve concerns efficiently.
  • Monitor customer interactions and feedback to identify trends and opportunities for improvement.
  • Collaborate with cross-functional teams (Sales, Marketing, Design, and Operations) to ensure customer expectations are met and exceeded.
  • Analyze customer service metrics to track team performance and customer satisfaction, providing regular reporting to leadership.
  • Implement initiatives to enhance customer loyalty, satisfaction, and retention.
  • Create and maintain detailed customer service documentation, FAQs, and knowledge base content.
  • Foster a positive, solution-oriented work environment, ensuring the team feels supported and empowered.
Qualifications
  • 5+ years of experience in customer service, with at least 2 years in a leadership or managerial role.
  • Strong experience managing a team and fostering a collaborative culture.
  • Excellent communication skills, both written and verbal, with the ability to engage clients and teams effectively.
  • Strong problem-solving and conflict resolution skills.
  • Ability to work under pressure and manage multiple priorities in a fast-paced environment.
  • Familiarity with customer service platforms and CRM tools.
  • Prior experience in a creative or design-driven environment is beneficial.
  • Strong organizational skills and attention to detail.

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