Customer Service Manager

4 hours ago

Mandaluyong City, National Capital Region, Philippines VidaXL International (HK) Limited Full time ₱40,000 - ₱80,000 per year

As our Customer Service Manager, you will spearhead our global Customer Service department. We seek a goal-oriented leader who is hands-on and excels in stakeholder management, with a strong emphasis on enhancing customer satisfaction (CSAT) while optimizing operational efficiency.

The ideal candidate is passionate about continuous improvement and data-driven decision-making, with a proactive approach to problem-solving for both customers and agents.

Key Responsibilities:

  • Manage the Customer Service team: people, projects and technology
  • Develop strategies to enhance service quality and cost efficiency.
  • Reduce Average Handling Time (AHT) without compromising quality.
  • Work closely with other teams to address recurring customer issues.
  • Continuously review, improve, and streamline customer service processes and workflows to boost productivity and reduce bottlenecks.
  • Monitor and analyze customer service KPIs (CSAT, NPS, AHT, FCR, SLA).
  • Prepare performance reports for senior management.

Requirements:

  • Bachelor's degree in business administration, customer service management, or a related field.
  • 10+ years of experience in customer service management, with at least 5 years in a senior or supervisory role.
  • Strong leadership skills with the ability to manage and motivate team.
  • Proven experience developing and implementing customer service strategies.
  • Excellent communication and interpersonal abilities.
  • Proficiency in customer service software and CRM platforms.
  • Strong problem-solving and decision-making skills.
  • Ability to analyze data and make recommendations for improvements.
  • Experience working in a fast-paced and dynamic environment.

Preferred Qualifications:

  • Experience in ecommerce
  • Familiarity with customer service metrics and analytics tools.
  • Certification in customer service management or related professional certifications.

If you thrive in a fast-paced digital and e-commerce environment and have a knack for working independently with minimal supervision, we want to hear from you Join us in creating exceptional customer experiences and making a real impact on our organization.

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