Head of Customer Care

1 week ago


Pasay, National Capital Region, Philippines SM Retail Full time

About the Company

One of SM's Retail Affiliate companies is looking for an experienced and customer-centric Customer Service Lead to oversee and elevate our end to end customer service operations across store level and online channels. This role is critical in shaping service strategy, driving service excellence, and ensuring a consistent, compliant, and high quality Customer Experience.

About the Role

This role is critical in shaping service strategy, driving service excellence, and ensuring a consistent, compliant, and high quality Customer Experience.

Responsibilities

  • Lead the overall customer service strategy and governance, including service standards, SLAs, escalation frameworks and policies.
  • Manage customer concerns and complaints, ensuring effective resolution and service recovery.
  • Design, implement and continuously improve end to end customer service processes.
  • Coach, develop, and guide customer service teams across store operations and online platforms.
  • Work closely with Retail Operations and E-commerce teams to align service delivery with business goals.
  • Ensure all customer service practices comply with consumer laws, data privacy regulations and company policies.

Qualifications

  • Bachelor's degree or equivalent experience
  • 5+ years' of customer service, 3 years of which in a leadership or managerial role
  • Excellent written and verbal communication skills
  • Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)

Required Skills

  • Customer service management
  • Leadership and team development
  • Process improvement
  • Communication skills

Preferred Skills

  • Experience in retail or e-commerce environments
  • Knowledge of consumer laws and data privacy regulations

Pay range and compensation package

Compensation details will be discussed during the interview process.

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices and encourage applications from all qualified individuals.



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