Customer Experience Manager

One Point Contact Inc.; Pasig; On-site; PHP 446,400 - 669,600; Full time

Job summary

A prominent customer service firm in Metro Manila seeks a Customer Service Manager to oversee their team, develop policies, and improve client engagement. The ideal candidate will have a Bachelor's degree and 3-5 years of experience in customer service or account management. Strong English proficiency and excellent people skills are essential. This role is based in a fast-paced call center environment.

Qualifications

• 3-5 years in customer service or account management experience.
• Fast-paced call center environment with potential back office support responsibilities.
• Strong work ethic, discretion, ability to manage diverse situations.

Responsibilities

• Oversee the customer service team to ensure high-quality support.
• Develop and implement customer service policies and procedures.
• Monitor customer interactions and feedback for continuous improvement.
• Train and mentor staff to enhance skills and productivity.
• Manage escalated customer issues and resolve complaints effectively.
• Analyze performance metrics to drive service enhancements.

Skills

Proficiency in English

Strong people skills

Technical aptitude

Effective interpersonal abilities

Education

Bachelor’s degree in Business Administration or related field

Job description

A prominent customer service firm in Metro Manila seeks a Customer Service Manager to oversee their team, develop policies, and improve client engagement. The ideal candidate will have a Bachelor's degree and 3-5 years of experience in customer service or account management. Strong English proficiency and excellent people skills are essential. This role is based in a fast-paced call center environment.