Customer Experience Manager  

Upteam is a vintage bag and accessory curator currently supplying both online and offline shops in Europe, Middle East and Asia with authentic pre-owned items from high-end brands. You may visit www.upteamco.com for more details.

This position will be based in Manila and report directly to the Sales Director. The successful candidate will oversee the entire Customer Service journey and strategy. There will be a strong communication flow with the BD and Ops teams within the company.

Responsibilities:

Research - Assess our current customer experience and survey areas for improvement

• Product improvements
• Improve communication within UT departments and with customers
• After-sales service

Product - Enhance the perceived quality of our product through packaging, branding and better service

• Primary and secondary packaging
• Promotion and Gifting
• After sales service

Customer Support

• Define our customer support strategy and train our customer service representatives
• Negotiation strategies
• Communication templates
• How to increase sales through customer service
• Ensure margin through customer service

• Bachelor’s/College Degree in Related Field (Communications, Business, or similar)
• At least 5 years working experience in Customer Relations and Services
• Experience in
  • a multinational company
  • End to End Customer Service Blueprint
  • Training
• Excellent communication, presentation, and writing skills
• Fast learner and good team player.