Head of Customer Service

2 weeks ago

Quezon City, National Capital Region, Philippines RABG Trading Inc. Full time ₱60,000 - ₱120,000 per year

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SUMMARY:

The Customer Service Head plays a critical leadership role in delivering an outstanding customer experience across all digital and physical channels. This position oversees the customer support team across e-commerce platforms, social media, the company website, and in-store experiences, ensuring that all customer interactions reflect the brand's values of beauty, care, and professionalism.

The Customer Service Head will manage day-to-day support operations, lead a team of representatives (onsite and online), resolve high-level concerns, and continuously optimize customer service strategies to support business growth. This leader will work cross-functionally with marketing, fulfillment, product development, and digital teams to champion a seamless and personalized customer journey.

KEY RESPONSIBILITIES:

  • Lead and Manage the Customer Support Team (onsite and online): Set goals, delegate tasks, and support team development through training, mentoring, and performance reviews.
  • Oversee Support Operations Across All Channels: Ensure consistent, high-quality service via live chat, email, phone, social media, and the company's website.
  • Design and Improve Service Processes: Create and implement SOPs, escalation procedures, and response protocols to increase efficiency and customer satisfaction.
  • Monitor KPIs and Service Metrics: Track and analyze team performance against targets such as first-contact resolution, CSAT, response times, and complaint rate.
  • Handle Escalations and VIP Customers: Personally manage high-priority or sensitive cases to resolution while modeling brand-aligned communication.
  • Collaborate Cross-Functionally: Work closely with Marketing, E-commerce, Fulfillment, and Product teams to address recurring customer pain points and improve the end-to-end customer experience.
  • Champion the Voice of the Customer: Analyze feedback trends and proactively recommend product, policy, or process improvements.
  • Stay Informed: Maintain deep product knowledge, stay updated on website changes, promotions, and service policies, and ensure the team is equally informed.
  • Lead Tech & Tool Optimization: Evaluate and manage customer service tools (e.g., CRM, live chat, helpdesk software) for scalability and efficiency.
  • Develop a Customer-First Culture: Foster a service-oriented mindset within the team that reflects the brand's values of care, empowerment, and community.

REQUIREMENTS:

  • Education: Bachelor's degree in Business, Communications, Marketing, or a related field is preferred.
  • Experience: At least 3–5 years of experience in customer service, with 2+ years in a leadership or supervisory role (preferably in e-commerce, retail, or cosmetics).
  • Tools & Systems: Proficient in customer service platforms (e.g., Zendesk, Gorgias, Freshdesk), CRM systems, Google Workspace/Microsoft Office, and analytics tools.
  • Language: Fluent in English and Filipino; excellent written and spoken communication.
  • Availability: Flexible to work occasional evenings, weekends, or holidays as needed for business operations or critical issues.

Job Type: Full-time

Benefits:

  • Employee discount
  • Flexible schedule
  • Flextime

Work Location: In person

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