Property Services: Customer Experience Manager

langford staffing; Philippines; On-site; PHP 1,904,000 - 2,176,000; Full time

Job summary

langford staffing is seeking a Customer Service Manager to lead a team of client-facing employees and drive service excellence. You will own workload planning, performance management, and client-retention outcomes while aligning with Eastern Time business hours.

This formal management position requires strong coaching, documentation, and process improvement capabilities to enhance workflows and service standards across internal departments and external partners.

Qualifications

• Four or more years in customer experience, customer success, service delivery, account management, operations, property management, or another recurring-service environment.
• At least two years of formal people-management experience with direct reports in a client-facing or operational department.
• Experience coaching employees, evaluating performance, and addressing underperformance.

Responsibilities

• Directly manage, coach, and evaluate client-facing employees.
• Assign workloads and ensure priorities and deadlines are understood.
• Conduct regular one-on-one meetings, coaching, and performance reviews.
• Investigate missed commitments, repeated complaints, and incomplete documentation.
• Create performance-improvement plans and reassign/replace when needed.
• Ensure onboarding, check-ins, and follow-ups are completed.
• Identify at-risk clients and lead service-recovery efforts.
• Monitor contract renewals and client-retention activities.
• Oversee escalated concerns, overdue payments, and compliance matters.
• Coordinate service requests across departments and external partners.
• Hold employees and partners accountable for commitments.
• Ensure documentation and escalation procedures are followed.
• Produce reports on risks, overdue work, and performance.

Skills

Excellent written English

Oral English proficiency

Organization

Prioritization

Direct assertiveness

Independence during ET hours

Professional call setup

Tools

CRM

Ticketing systems

Workflow management

Job description

langford staffing is seeking a Customer Service Manager to lead a team of client-facing employees and drive service excellence. You will own workload planning, performance management, and client-retention outcomes while aligning with Eastern Time business hours.

This formal management position requires strong coaching, documentation, and process improvement capabilities to enhance workflows and service standards across internal departments and external partners.