Customer Experience Manager

Filinvest Group; Makati; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Countrywide Water Services Inc. is seeking a Customer Service Manager to lead all customer service operations in the Philippines. You will ensure timely resolution of inquiries within SLAs, drive customer satisfaction, and implement process improvements across channels including tickets, calls, social media, and the company website.

Lead, coach, and evaluate the team; set KPIs; and collaborate with Operations, IT, Billing, and other departments to achieve service goals.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, Public Administration, or Management.
• Strong leadership and people management skills.
• Excellent written and verbal communication skills.
• Customer relationship management experience.
• Process improvement and project management expertise.
• Data analysis and reporting capabilities.
• Social media management and digital communications experience.
• Stakeholder coordination and problem-solving skills.
• Proficiency in CRM, Helpdesk, Microsoft Office.

Responsibilities

• Lead the overall customer service operations by ensuring customer tickets, requests, and complaints are resolved within established SLAs.
• Monitor performance metrics, coordinate with the Helpdesk and departments for timely resolution, manage escalations, and drive CSAT.
• Develop and implement customer service standards, policies, and process improvements.
• Analyze feedback and trends, establish corrective actions, and lead continuous improvement initiatives.
• Review and approve all customer-facing communications for accuracy and consistency.
• Lead development and maintenance of the company website and social media platforms.
• Lead, coach, and evaluate the Customer Service team.
• Establish performance targets and KPIs; conduct coaching and prepare management reports.
• Collaborate with Operations, Billing, Collection, IT, and other departments to achieve service objectives.

Skills

Leadership

People management

Communication skills

CRM knowledge

Helpdesk experience

Social media management

Stakeholder coordination

Problem solving

Data analysis

Education

Bachelor's Degree

Tools

CRM software

Helpdesk software

Microsoft Office

Job description

About the role

The Customer Service Manager is responsible for leading and managing all customer service operations of Countrywide Water Services Inc. (CWSI). The position ensures the timely resolution of customer concerns in accordance with established Service Level Agreements (SLAs), achievement of customer satisfaction targets, continuous improvement of customer service processes, and effective management of all customer-facing communications. The Customer Service Manager shall oversee customer ticket management, helpdesk coordination, customer correspondence, social media platforms, and company website content to ensure consistent, accurate, and professional customer engagement across all channels.

Key responsibilities

• Lead the overall customer service operations by ensuring customer tickets, requests, and complaints are resolved within established Service Level Agreements (SLAs)
• Monitor performance metrics, coordinate with the Helpdesk and concerned departments for timely resolution, manage escalations, and drive customer satisfaction through effective service delivery
• Develop and implement customer service standards, policies, and process improvements to enhance operational efficiency and customer experience
• Analyze customer feedback and service trends, establish corrective actions, and lead continuous improvement initiatives to improve CSAT and service quality
• Review and approve all customer-facing communications including announcements, advisories, notices, and correspondence to ensure accuracy and consistency
• Spearhead the development, maintenance, and continuous improvement of the company's website and official social media platforms to enhance customer engagement and public information dissemination
• Lead, coach, and evaluate the Customer Service team
• Establish performance targets and KPIs, conduct regular coaching sessions, prepare management reports
• Collaborate with Operations, Billing, Collection, IT, and other departments to achieve organizational customer service objectives

About you

• Bachelor's Degree in Business Administration, Marketing, Communications, Public Administration, or Management
• Strong leadership and people management skills
• Excellent written and verbal communication skills
• Customer relationship management experience
• Process improvement and project management expertise
• Data analysis and reporting capabilities
• Social media management and digital communications experience
• Stakeholder coordination and problem-solving skills
• Proficiency in CRM, Helpdesk, Microsoft Office

About us

Countrywide Water Services Inc. (CWSI)