Chief Customer Service Strategist

1 week ago

Cebu City, Central Visayas, Philippines beBeeCustomer Full time ₱2,400,000 - ₱4,200,000
Job Overview

The Customer Service Operations Manager will oversee and enhance customer service performance, driving initiatives to improve employee productivity and team dynamics.

This role works closely with leadership to implement training programs, performance management strategies, and ensure the team is motivated, engaged, and equipped to provide exceptional customer service.

Responsibilities:
  • Training and Development: Develop and implement training programs that enhance agents' skills and product knowledge.
  • Team Management: Collaborate with leadership to ensure the recruitment, onboarding, and retention of high-performing customer support agents.
  • Performance Metrics: Monitor performance metrics (e.g., customer satisfaction, issue resolution time) and identify trends to guide professional development initiatives.
  • Performance Reviews: Manage the performance review process, setting clear goals for team members and providing feedback to ensure continuous improvement.
  • Team Environment: Foster a positive and supportive team environment, ensuring employees feel motivated, valued, and recognized.

Key Requirements:

  • At least 5 years of proven experience in customer support management within a service-oriented industry.
  • Experience in managing multiple teams, with strong leadership and mentoring skills.
  • Excellent communication and interpersonal skills.

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