Customer Success Manager

2 days ago

Cebu City, Central Visayas, Philippines Amare Group Inc. Full time

Job Responsibilities:Team Leadership & Pre-Sales TrainingBuild, train, and lead a high-performing team of Customer Success Agents who will manage all inbound inquiries on platforms like Shopee, Lazada, Facebook, Tiktok, and more.Develop a comprehensive training program to make your team experts on our products, promotions, and brand voice, enabling them to answer pre-purchase questions effectively and drive sales.Conduct regular one-on-one coaching to improve your team's sales-through-service skills, objection handling, and overall performance.Foster a proactive, customer-centric, and sales-aware culture within the team.Triage & Routing Process ArchitectureDesign, implement, and refine a robust triage system to manage all incoming customer inquiries.Establish a clear and efficient workflow for identifying post-purchase issues (e.g., order status, shipping, returns) and routing them to the Operations department with all necessary information.Act as the primary liaison between your pre-sales team and the post-purchase Operations team to ensure smooth handovers and a cohesive customer experience.Develop a knowledge base and set of standardized responses to ensure consistency and efficiency in handling common pre-purchase questions.Performance Management & ReportingSet and monitor key performance indicators (KPIs) focused on pre-sales effectiveness, such as response rate (>99%), response time (

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