Customer Service Manager (Retail Customer Service)

Conexus; Muntinlupa; Presencial; PHP 900 000 - 1 500 000; Tempo integral

Resumo da oferta

Conexus is seeking a Customer Service Manager to lead its online and retail customer service across social media and e‑commerce channels from Alabang, Muntinlupa. You will manage a team in a fast‑paced retail environment, ensuring high‑quality customer experiences and timely resolutions.

Responsibilities include setting service standards, tracking KPIs, handling escalations, and collaborating with Sales, Marketing, and Operations to improve the online journey.

Qualificações

• Bachelor’s degree or equivalent in a related field.
• 5+ years of relevant customer service experience, preferably in retail or e‑commerce.
• Experience managing retail customer service operations across online channels.

Responsabilidades

• Lead and oversee customer service operations across social media, e‑commerce platforms, and other digital channels.
• Develop and mentor the customer service team to ensure high‑quality experiences.
• Establish service standards, response times, and customer satisfaction metrics.
• Handle escalated customer concerns with timely resolution.
• Monitor inquiries, complaints, orders, returns, and refunds.
• Collaborate with Sales, E‑commerce, Marketing, Warehouse, and Operations to resolve issues.
• Identify recurring concerns and opportunities for improvement from feedback.
• Develop and implement customer service processes and escalation procedures.
• Track KPIs and prepare regular management reports.
• Ensure consistent brand communication across channels.
• Identify opportunities to improve the online customer journey.
• Train, coach, and motivate the team to hit targets.

Conhecimentos

Team leadership

Customer service

Retail knowledge

Social media handling

E-commerce operations

KPIs tracking

Formação académica

Bachelor's degree in Business/Marketing/Communications

Descrição da oferta de emprego

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.