Customer Experience Lead: Social & E-commerce (Onsite Alabang)

Conexus Staffing & Consultancy Solutions; Muntinlupa; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Conexus Staffing & Consultancy Solutions is seeking a Customer Service Manager for a growing retail client to lead customer service operations across social media and e-commerce channels.

The role requires hands-on experience managing retail customer service, leading teams in a fast-paced online environment, and delivering high-quality customer experiences. Location is onsite in Alabang, Muntinlupa.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• At least 5 years of relevant customer service experience in retail or e-commerce.
• Proven experience managing retail customer service operations.
• Experience handling customer service through social media and e-commerce platforms.
• Strong team leadership and people-management skills.
• Data-driven with ability to monitor KPIs and reports.
• Willing to work onsite in Alabang.

Responsibilities

• Lead customer service operations across social media, e-commerce platforms, and other digital channels.
• Develop and coach the customer service team to deliver high-quality experiences.
• Set and monitor service standards, response times, and CSAT/ NPS metrics.
• Handle escalated concerns and ensure timely resolution.
• Collaborate with Sales, E-commerce, Marketing, Warehouse and Operations to resolve issues.
• Monitor inquiries, orders, returns, refunds, and other service-related concerns.
• Identify trends in feedback and implement process improvements.
• Prepare regular KPI reports for management.
• Ensure consistent brand communication across channels.
• Drive initiatives to improve online customer journey.
• Train, coach, and motivate the team to meet targets.

Skills

Team leadership

People management

Customer service

KPI reporting

Data-driven decision-making

Education

Bachelor's degree in Business/Marketing/Communications

Tools

Social media management tools

E-commerce platforms

Job description

Conexus Staffing & Consultancy Solutions is seeking a Customer Service Manager for a growing retail client to lead customer service operations across social media and e-commerce channels.

The role requires hands-on experience managing retail customer service, leading teams in a fast-paced online environment, and delivering high-quality customer experiences. Location is onsite in Alabang, Muntinlupa.