Online Customer Service Manager

Job Description:

Penshoppe is seeking an experienced and dedicated Online Customer Service Manager to oversee all aspects of our online customer service operations in our Makati location. The ideal candidate will have at least 8 years of experience in a customer service role, with a proven track record of success in managing online customer service teams.

Responsibilities: 1. Develop and implement strategies to improve online customer service efficiency and effectiveness. 2. Manage a team of customer service representatives to ensure timely and accurate responses to customer inquiries and issues. 3. Monitor and analyze customer feedback and data to identify trends and areas for improvement. 4. Work closely with other departments, such as marketing and sales, to ensure a seamless customer experience across all online platforms. 5. Develop and maintain relationships with key customers to drive customer loyalty and satisfaction. 6. Handle escalated customer issues and provide resolutions in a timely and professional manner. 7. Stay up-to-date on industry trends and best practices in online customer service management.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. 8+ years of experience in a customer service role, with at least 2 years in a managerial or supervisory position. 3. Excellent communication and negotiation skills. 4. Strong problem-solving abilities and attention to detail. 5. Proven track record of meeting and exceeding customer service KPIs. 6. Ability to work in a fast-paced environment and manage multiple projects simultaneously. 7. Experience working in e-commerce or retail industry is a plus.

Personality traits: 1. Dedicated 2. Driven

Soft skills: 1. Communication 2. Negotiation

Benefits: - Travel & spending expenses - Life insurance - Relocation allowance

Working environment: At Penshoppe, we believe in cultivating a sense of ownership and responsibility at every level. We value teamwork, creativity, and a passion for customer service excellence.

Equal Opportunity Statement: Penshoppe is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.