About the RoleOur client, a growing retail company, is looking for a Customer Service Manager to lead customer service operations across its social media and e-commerce channels.This role is ideal for a customer experience professional with hands-on experience managing retail customer service, handling online customer interactions, and leading teams in a fast-paced e-commerce environment.
Location: Alabang, MuntinlupaWork Setup: OnsiteKey ResponsibilitiesLead and oversee customer service operations across social media, e-commerce platforms, and other digital channels.Manage and develop the customer service team to ensure consistent and high-quality customer experiences.Establish and monitor service standards, response times, and customer satisfaction metrics.Handle escalated customer concerns and ensure timely and appropriate resolution.Monitor customer inquiries, complaints, orders, returns, refunds, and other service-related concerns.Work closely with Sales, E-commerce, Marketing, Warehouse, and Operations teams to resolve customer issues and improve processes.Monitor customer feedback and identify recurring concerns, trends, and opportunities for improvement.Develop and implement customer service processes, guidelines, and escalation procedures.Track and analyze customer service KPIs and prepare regular reports for management.Ensure consistent and professional brand communication across social media and e-commerce channels.Identify opportunities to improve customer experience, service efficiency, and overall online customer journey.Train, coach, and motivate the customer service team to achieve performance and service targets.QualificationsBachelor's degree in Business, Marketing, Communications, or a related field.At least 5 years of relevant customer service experience, preferably with experience in a retail or e-commerce environment.Proven experience managing retail customer service operations.Experience handling customer service through social media and e-commerce platforms.Strong experience in team leadership and people management.Familiarity with online order management, returns, refunds, complaints, and customer escalation processes.Strong understanding of customer experience and service quality standards.Excellent communication and interpersonal skills.Strong problem-solving and decision-making abilities.Data-driven and comfortable monitoring customer service KPIs and reports.Highly organized, proactive, and able to manage multiple priorities in a fast-paced environment.Willing to work onsite in Alabang.