Customer Experience Lead

Abenson; Quezon City; On-site; PHP 334,800 - 558,000; Full time

Job summary

A leading retail company in Metro Manila is seeking an experienced Customer Service Manager to oversee daily operations in the customer service department. The ideal candidate will have 3+ years of experience in customer care management and strong leadership skills. Responsibilities include supervising team members, resolving complaints, and developing service policies to ensure high customer satisfaction and retention rates.

Qualifications

• 3+ years of experience in customer service or customer care management.

Responsibilities

• Oversee daily operations of the customer service department.
• Supervise, coach, and support customer care representatives.
• Handle and resolve escalated customer complaints and complex issues.
• Develop and implement customer service policies and procedures.
• Monitor team performance using KPIs and service metrics.
• Analyze customer feedback and recommend service improvements.
• Ensure high levels of customer satisfaction and retention.

Skills

Strong leadership and team management skills

Excellent communication and interpersonal abilities

Problem-solving and conflict resolution skills

Education

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

Job description

A leading retail company in Metro Manila is seeking an experienced Customer Service Manager to oversee daily operations in the customer service department. The ideal candidate will have 3+ years of experience in customer care management and strong leadership skills. Responsibilities include supervising team members, resolving complaints, and developing service policies to ensure high customer satisfaction and retention rates.