Customer Experience & Resolution Leader

2GO Group; Parañaque; Presencial; PHP 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

2GO Express is seeking a Customer Experience & Resolution Manager to lead the customer resolution and service recovery function, driving timely case resolution and clear communication across cross-functional teams.

You will establish escalation protocols, monitor KPIs, and develop the CX team to deliver consistent, accountability-focused service from escalation to closure, with emphasis on customers' satisfaction in a logistics environment.

Formación

• Bachelor’s degree in Business Administration, Management, Logistics, Communications, or a related field.
• At least five years of relevant experience in customer experience, customer resolution, service recovery, or customer operations, preferably in logistics.
• Two to three years of people-management or team leadership experience.
• Demonstrate strong experience managing escalations, complaints, service recovery, case aging, and cross-functional resolution.
• Analytical with ability to use dashboards and data to identify recurring issues and improvements.
• Excellent communication, conflict-management, and stakeholder-management skills.

Responsabilidades

• Manage escalated customer concerns beyond first-level handling, ensuring clear case ownership, prioritization, and timely resolution.
• Monitor open cases, aging, backlogs, overdue actions, and repeat escalations to prevent delays.
• Establish escalation protocols, severity levels, and management escalation thresholds.
• Ensure accurate case documentation and consistent follow-through until formal closure.
• Lead customer communication and service recovery for significant or recurring service failures.
• Coordinate corrective actions with responsible teams while maintaining accountability for customer communication.
• Establish and monitor KPIs, dashboards, and performance opportunities for CX.
• Lead, coach, and develop the CX & Resolution team to maintain standards.

Conocimientos

Customer escalation

Case resolution

Service recovery

Cross-functional collaboration

Data analysis

Leadership

CRM systems knowledge

MS Office

Educación

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

Herramientas

CRM systems

MS Office

Descripción del empleo

2GO Express is seeking a Customer Experience & Resolution Manager to lead the customer resolution and service recovery function, driving timely case resolution and clear communication across cross-functional teams.

You will establish escalation protocols, monitor KPIs, and develop the CX team to deliver consistent, accountability-focused service from escalation to closure, with emphasis on customers' satisfaction in a logistics environment.