Customer Experience Center Lead

2GO Group; Pasay; On-site; PHP 334,800 - 446,400; Full time

Job summary

A logistics and customer service company in Metro Manila, Philippines, is seeking a Customer Interaction Center Supervisor to oversee daily operations. The role includes supervising customer interactions across various channels, leading and coaching a team, managing escalations, and ensuring quality assurance. The ideal candidate will have 2–4 years of experience in customer service or logistics, along with strong leadership and communication skills. A Bachelor's degree in a relevant field is required, and knowledge of logistics processes is an advantage.

Qualifications

• Minimum 2–4 years of experience in customer service, contact center operations, or logistics.
• At least 1–2 years of supervisory or team lead experience, preferably in the logistics, transportation, or BPO industry.

Responsibilities

• Supervise day-to-day CIC activities including call, email, chat, and social media interactions.
• Lead, mentor, and coach CIC associates to achieve individual and team KPIs.
• Serve as the primary point of contact for complex or sensitive customer concerns.
• Review interaction quality and propose improvements.
• Ensure compliance with company policies and prepare performance reports.

Skills

Leadership

Excellent communication skills

Problem-solving abilities

Customer-focused mindset

Education

Bachelor’s degree in Business Administration, Communications, Marketing, or related field

Tools

CRM systems

MS Office

Job description

A logistics and customer service company in Metro Manila, Philippines, is seeking a Customer Interaction Center Supervisor to oversee daily operations. The role includes supervising customer interactions across various channels, leading and coaching a team, managing escalations, and ensuring quality assurance. The ideal candidate will have 2–4 years of experience in customer service or logistics, along with strong leadership and communication skills. A Bachelor's degree in a relevant field is required, and knowledge of logistics processes is an advantage.