Chief Customer Experience Officer

1 day ago

Lipa City, Calabarzon, Philippines beBeeCustomerService Full time $60,000 - $90,000

As a customer experience leader, you will oversee the strategic development and implementation of our e-commerce subscription business's customer support operations.

This role requires strong leadership skills, extensive experience in customer service management, and a proactive mindset to enhance customer satisfaction and retention.

Key Responsibilities:
  • Develop and manage a team of customer service professionals to deliver exceptional support and drive customer loyalty.
  • 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.
  • Collaborate with internal teams to align customer service strategies with marketing, product, and fulfillment initiatives.
  • Develop and maintain detailed performance reports using data analytics tools to identify trends and implement improvements.
  • Develop self-service resources to empower customers and improve their overall experience.
  • Stay informed about new product releases and feature updates to provide accurate information to customers.
  • Ensure all customer interactions are handled professionally, positively, and in alignment with company values.
Qualifications:
  • 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 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.

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