Customer Service Manager (Retail Customer Service)

Optimus Executive Search Solutions; Muntinlupa; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Optimus Executive Search Solutions is seeking a Customer Service Manager to lead the customer service operations across social media and e-commerce channels. This role requires hands-on experience in retail customer service, online interactions, and team leadership in a fast-paced environment.

Location is onsite in Alabang, Muntinlupa. The ideal candidate will have at least 5 years of relevant experience, strong communication skills, and a data-driven approach to monitor KPIs and improve

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• At least 5 years of relevant customer service experience, preferably with retail or e-commerce exposure.
• Proven experience managing retail customer service operations.
• Experience handling customer service through social media and e-commerce platforms.
• Strong understanding of customer experience and service quality standards.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Data-driven and comfortable monitoring customer service KPIs and reports.
• Highly organized, proactive, and able to manage multiple priorities in a fast-paced environment.
• Willing to work onsite in Alabang.

Responsibilities

• Lead and oversee customer service operations across social media, e-commerce platforms, and other digital channels.
• Manage and develop the customer service team to ensure consistent and high-quality customer experiences.
• Establish and monitor service standards, response times, and customer satisfaction metrics.
• Handle escalated customer concerns and ensure timely and appropriate resolution.
• Monitor customer inquiries, complaints, orders, returns, refunds, and other service-related concerns.
• Work closely with Sales, E-commerce, Marketing, Warehouse, and Operations teams to resolve customer issues and improve processes.
• Monitor customer feedback and identify recurring concerns, trends, and opportunities for improvement.
• Develop and implement customer service processes, guidelines, and escalation procedures.
• Track and analyze customer service KPIs and prepare regular reports for management.
• Ensure consistent and professional brand communication across social media and e-commerce channels.
• Identify opportunities to improve customer experience, service efficiency, and overall online customer journey.
• Train, coach, and motivate the customer service team to achieve performance and service targets.

Skills

Team leadership

People management

Data-driven

Education

Bachelor's degree in Business/Marketing/Communications

Job description

About the Role

Our client, a growing retail company, is looking for a Customer Service Manager to lead customer service operations across its social media and e-commerce channels.

This role is ideal for a customer experience professional with hands-on experience managing retail customer service, handling online customer interactions, and leading teams in a fast-paced e-commerce environment.

Location: Alabang, Muntinlupa
Work Setup: Onsite

Key Responsibilities

• Lead and oversee customer service operations across social media, e-commerce platforms, and other digital channels.
• Manage and develop the customer service team to ensure consistent and high-quality customer experiences.
• Establish and monitor service standards, response times, and customer satisfaction metrics.
• Handle escalated customer concerns and ensure timely and appropriate resolution.
• Monitor customer inquiries, complaints, orders, returns, refunds, and other service-related concerns.
• Work closely with Sales, E-commerce, Marketing, Warehouse, and Operations teams to resolve customer issues and improve processes.
• Monitor customer feedback and identify recurring concerns, trends, and opportunities for improvement.
• Develop and implement customer service processes, guidelines, and escalation procedures.
• Track and analyze customer service KPIs and prepare regular reports for management.
• Ensure consistent and professional brand communication across social media and e-commerce channels.
• Identify opportunities to improve customer experience, service efficiency, and overall online customer journey.
• Train, coach, and motivate the customer service team to achieve performance and service targets.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• At least 5 years of relevant customer service experience, preferably with experience in a retail or e-commerce environment.
• Proven experience managing retail customer service operations.
• Experience handling customer service through social media and e-commerce platforms.
• Strong experience in team leadership and people management.
• Familiarity with online order management, returns, refunds, complaints, and customer escalation processes.
• Strong understanding of customer experience and service quality standards.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Data-driven and comfortable monitoring customer service KPIs and reports.
• Highly organized, proactive, and able to manage multiple priorities in a fast-paced environment.
• Willing to work onsite in Alabang.