Customer Experience Supervisor  

The Costumer Experience Supervisor will be responsible for overseeing the day-to-day operations of the consumer relations department, ensuring high-quality service delivery, and maintaining customer satisfaction levels. The ideal candidate will have excellent communication skills, strong leadership abilities, and a passion for delivering outstanding customer service.

Key Responsibilities:

Team Leadership:

Supervise and lead a team of consumer care representatives.

Provide coaching, mentoring, and training to team members to enhance their skills and performance.

Set clear performance objectives and provide regular feedback to team members.

Foster a positive and collaborative work environment.

Customer Service Management:

Ensure that all consumer inquiries, concerns, and complaints are addressed promptly and professionally.

Monitor team performance metrics, such as response times, resolution rates, and customer satisfaction scores.

Implement strategies to improve customer service quality and efficiency.

Handle escalated customer issues and provide resolution as needed.

Process Improvement:

Identify areas for process improvement within the consumer care department.

Develop and implement new policies, procedures, and best practices to enhance service delivery.

Analyze customer feedback and suggest improvements to products or services based on consumer insights.

Data Analysis and Reporting:

Collect and analyze data related to consumer interactions, service levels, and performance metrics.

Prepare regular reports on key performance indicators (KPIs) and present findings to management.

Use data-driven insights to make informed decisions and improve departmental efficiency.

Cross-Functional Collaboration:

Collaborate with other departments, such as sales, marketing, and product development, to address customer needs and concerns.

Communicate customer feedback and insights to relevant teams to drive product and service improvements.

Participate in cross-functional meetings and projects as needed.

Qualifications:

Bachelor's degree in Business Administration, Marketing, or a related field.

Proven supervisory experience in a customer service or consumer care role.

Excellent communication skills, both verbal and written.

Strong leadership abilities with a track record of motivating and developing high-performing teams.

Proficiency in CRM software and other relevant tools for managing consumer interactions.

Analytical mindset with the ability to interpret data and make data-driven decisions.

Exceptional problem-solving skills and the ability to handle difficult customer situations with professionalism and empathy.

Amenable to work onsite in LIIP, Mamplasan, Binan, Laguna