E-commerce CX Manager - Onsite Alabang

Conexus; Muntinlupa; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Team leadership

Customer service

Retail knowledge

Social media handling

E-commerce operations

KPIs tracking

Education

Bachelor's degree in Business/Marketing/Communications

Job description

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.