Ecommerce Customer Service Manager

2 weeks ago

Bonifacio Global Metro Manila, Philippines Kareila Management Corporation (S&R Membership Shopping) Full time ₱600,000 - ₱800,000 per year

Job Description:

  • Responsible for overseeing the daily operations of the ecommerce customer service team to ensure a high level of customer satisfaction and operational efficiency.
  • Lead, mentor, and develop the ecommerce customer service team to deliver excellent customer support.
  • Oversee customer inquiries, complaints, and escalations, ensuring timely and satisfactory resolution.
  • Monitor service KPIs (response time, resolution time, customer satisfaction scores) and take corrective actions as needed.
  • Collaborate with warehouse and logistics teams to ensure timely order fulfillment, delivery updates, and returns processing.
  • Implement customer service strategies aligned with company goals and ecommerce best practices.
  • Handle service-related reports and present performance metrics and insights to senior management.
  • Manage and improve CRM systems and service platforms.
  • Ensure service policies comply with company standards and local regulations.

Job Qualifications:

  • Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
  • Minimum of 3–5 years of experience in customer service, preferably in ecommerce or retail.
  • At least 2 years in a leadership or supervisory role.
  • Strong knowledge of ecommerce platforms.
  • Excellent communication, interpersonal, and conflict resolution skills.
  • Strong analytical and reporting abilities.
  • Proficient in MS Office tools and customer service software.

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