Customer Success Manager: KPI & CSAT Ops Lead

JetSon Manpower Agency; Pasay; On-site; PHP 669,600 - 892,800; Full time

Job summary

A manpower agency located in the Philippines is seeking an experienced CS Manager to oversee customer service operations and performance management. This role involves managing KPIs, analyzing customer satisfaction trends, and preparing performance reports. Ideal candidates should have a strong background in customer service management with at least 5 years of experience, preferably in the BPO industry. Proficiency in Mandarin and experience working with Chinese stakeholders are advantageous. Excellent leadership and organizational skills are essential.

Qualifications

• At least 5 years of experience in customer service or operations management.
• Experience in the BPO industry is an advantage.
• Strong background in KPI management, CSAT analysis, and performance reporting.
• Excellent leadership, communication, and organizational skills.

Responsibilities

• Oversee individual and team KPIs and ensure performance targets are met.
• Conduct monthly, semi-annual, and annual performance reviews with the CSR Team Lead.
• Analyze CSAT trends and implement strategies to maintain and improve customer satisfaction.
• Handle customer escalation calls when necessary.
• Prepare and submit weekly and monthly CSR reports to senior management.

Skills

KPI management

CSAT analysis

Leadership

Communication skills

Organizational skills

Tools

RingCentral

HubSpot

Amazon Seller Central

Job description

A manpower agency located in the Philippines is seeking an experienced CS Manager to oversee customer service operations and performance management. This role involves managing KPIs, analyzing customer satisfaction trends, and preparing performance reports. Ideal candidates should have a strong background in customer service management with at least 5 years of experience, preferably in the BPO industry. Proficiency in Mandarin and experience working with Chinese stakeholders are advantageous. Excellent leadership and organizational skills are essential.