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ChannelBPO, Inc.

Customer Experience Manager (Active Pooling)

Managerial / Supervisory PHP 27,000 - 35,000 per month

ChannelBPO, Inc.

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

Details

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:
  • Customer Service
  • Process Improvement
  • Decision Making
  • With atleast 3 years of managerial experience
  • Managing Processes
  • Staffing
  • Scheduling
  • Flexible
  • Planning
  • Analyzing Information
  • Collaboration with other departments
  • Developing Standards
  • Emphasizing Excellence
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.
  • Schedule plotting
  • Regular coaching
For more information about our company, visit our website: http://channelbpo.com


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