Customer Service Supervisor – E‑Commerce Experience Lead

Shoemaker's Shop, Inc.; Marikina; On-site; PHP 391,000 - 781,000; Full time

Job summary

Shoemaker's Shop, Inc. in Metro Manila is seeking a Customer Service Supervisor to oversee operations across our e-commerce and digital channels. You will supervise inquiries, complaints, and product-related concerns, and ensure timely resolution.

You will monitor feedback, prepare reports, and coordinate with internal departments to improve customer experience. Strong communication, problem-solving, and CRM proficiency are essential to maintain service standards in a fast-paced environment.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• Experience in customer service or supervisory roles.
• Proficiency with CRM systems and digital channels.

Responsibilities

• Oversees customer service operations across e-commerce and digital channels.
• Supervises customer inquiries, complaints, and product-related concerns.
• Handles escalated cases and coordinates with departments for resolution.
• Monitors customer feedback and recurring issues for action.
• Ensures proper follow-up and documentation of customer concerns.
• Prepares customer service reports and monitors team performance.
• Recommends improvements to customer service processes and customer experience.
• Ensures proper use and maintenance of CRM records.

Skills

Team supervision

Customer service management

Communication skills

Problem-solving

Interpersonal skills

Multitasking

Education

Bachelor's degree in Business Administration/Marketing/Communications

Tools

CRM software

Job description

Shoemaker's Shop, Inc. in Metro Manila is seeking a Customer Service Supervisor to oversee operations across our e-commerce and digital channels. You will supervise inquiries, complaints, and product-related concerns, and ensure timely resolution.

You will monitor feedback, prepare reports, and coordinate with internal departments to improve customer experience. Strong communication, problem-solving, and CRM proficiency are essential to maintain service standards in a fast-paced environment.