With business certificates | Established in 2015 | 51-200 employees
Unit 310, 3rd Floor JESA-ITC Building, General Maxilom Avenue, Cebu City, Cebu
Total vacancies for this job title : 1
Posted on : August 15, 2019
Job ID : 329497
The Customer Experience Manager will help in ensuring that customer satisfaction is being maintained in all of our marketplaces by providing problem-solving resources, and will help maintain Amazon metric in excellent condition. He/she will supervise the day-to-day operations in the customer service department, respond to customer escalations, negative feedback and disputes in a timely manner, and should ensure that all trackers are updated within the day.
He/she should find ways to improve customer service quality results by studying, evaluating, and enhancing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. He/she will also perform projects assigned by his/her managers.
Customer Experience Manager Skills and Qualifications:
With atleast 3 years of managerial experience
Collaboration with other departments
Customer Experience Manager Job Duties:
Create effective customer service procedures, policies, and standards.
Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
Will be managing 8-10 agents
Monitor team attendance and productivity
Help implement HR policies
Hire and train new customer service agents.
Maintain accurate records and document all customer service activities and discussions.
Assess service statistics and prepare weekly detailed reports, and whenever requested by the US Managers.