Customer Service Manager

TEMU; Manila; On-site; PHP 800,000 - 1,100,000; Full time

Job summary

TEMU in Manila is seeking a seasoned Customer Service Leader to guide a team toward service excellence and high customer satisfaction. The role focuses on strategy implementation, workflow optimization, and empathetic issue resolution.

The ideal candidate brings 8+ years in customer service, strong leadership and communication skills, and a data-driven approach to improve metrics and customer experience.

Qualifications

• Bachelor's degree preferred.
• 8+ years of experience in customer service or related field.
• Strong leadership, people skills and communication abilities.
• Ability to handle complex inquiries with empathy and professionalism.
• Data-driven mindset; able to translate metrics into actions.
• Excellent written and verbal English communication.

Responsibilities

• Manage and motivate a team of customer service to achieve service excellence and maintain a high level of customer satisfaction.
• Contribute to the implementation of strategies to enhance customer service operations, streamline workflows, improve response times, identify recurring issues, and drive process improvements.
• Handle escalated customer concerns and ensure appropriate resolution, maintaining a high level of professionalism and empathy.
• Monitor key customer service metrics to track performance and identify areas for improvement. Implement approved strategies to continuously improve the overall customer experience, including identifying pain points and recommending actionable solutions.

Skills

Leadership

Interpersonal skills

Communication

Empathy

Data analysis

Conflict resolution

Problem solving

English proficiency

Education

Bachelor's degree

Job description

Key Responsibilities

• Manage and motivate a team of customer service to achieve service excellence and maintain a high level of customer satisfaction.
• Contribute to the implementation of strategies to enhance customer service operations, streamline workflows, improve response times, identify recurring issues, and drive process improvements.
• Handle escalated customer concerns and ensure appropriate resolution, maintaining a high level of professionalism and empathy.
• Monitor key customer service metrics to track performance and identify areas for improvement. Implement approved strategies to continuously improve the overall customer experience, including identifying pain points and recommending actionable solutions.

Qualifications

• Bachelor's Degree preferred.
• Minimum 8 years of working experience in the related field is required for this position.
• Excellent leadership, interpersonal, and communication skills.
• Ability to handle complex customer inquiries and manage escalations with empathy and professionalism.
• Strong problem-solving and conflict resolution skills.
• Data-driven mindset with the ability to analyze customer service metrics and translate them into actionable insights.
• Excellent communication skills in English (verbal and written).