Customer relations managerGreat Deals E-Commerce Corp

JOB SUMMARY:
The Customer Relations Sr. Manager is responsible for overseeing the Customer Experience Department, ensuring efficient operation and delivery of exceptional service to customers. This role involves strategic planning, team management, process improvement, customer leads conversion while maintaining high customer satisfaction levels.DUTIES AND RESPONSIBILITIES:1. LEADERSHIP:
1.1 Lead and manage a team of customer support managers, supervisors and representatives.
1.2 Provide coaching, mentorship, and development opportunities for team members.
1.3 Foster a positive and collaborative team environment.2. STRATEGIC PLANNING:
2.1 Develop and implement strategies to improve overall customer support operations.
2.2 Set departmental goals aligned with company objectives and monitor progress.
2.3 Identify opportunities for process improvement and efficiency gains.3. CUSTOMER EXPERIENCE MANAGEMENT:
3.1 Ensure all customer interactions meet or exceed company standards for quality and responsiveness.
3.2 Monitor customer feedback and implement necessary improvements.
3.3 Champions a customer-centric culture throughout the organization.4. OPERATIONAL EFFICIENCY:
4.1 Optimize resource allocation and staffing to meet service level agreements (SLAs) and customer demands.
4.2 Utilize data and analytics to drive decision-making and improve support processes and convert customer lead into successful buyer transactions/re-order.
4.3 Implement and monitor key performance indicators (KPIs) to measure team5. CROSS-FUNCTIONAL COLLABORATION:
5.1 Collaborate with other departments such as Commercial, Tech, and Operations to ensure a seamless customer experience.
5.2 Act as a liaison between customer support and other internal stakeholders.6. TRAINING AND DEVELOPMENT:
6.1 Develop training programs to ensure customer support staff are equipped with necessary skills and knowledge.
6.2 Stay updated on the industry trends, and best practices in customer experience satisfaction7. BUDGET MONITORING:
7.1 Manage the customer support budget effectively, including forecasting, and cost control.JOB SPECIFICATION:
Degree in Business Administration, BS Industrial Engr., Customer Relations Management or Equivalent.
At least 5 years experience in Customer Service
Preferably with at least 3 years experience in E-commerce Logistics
Skilled in active listening, negotiation and conflict management
Experience in CRM systems: Zendesk, Salesforce, AI bot and the likes
Understands online shopping platforms and how customer interactions flow
Familiarity with multi-channel communication tools : email automation, live chat, social messaging
Excellent leadership and interpersonal skills
Strong analytical and problem-solving skills
Ability to thrive in a fast-phased environment
Strong e-commerce knowledge for both cx/seller
Ability to develop and implement strategies that improve customer satisfaction.
Customer-centric mindset, ability to design and manage customer journeys to drive satisfaction, loyalty, and repeat customers.
Well trained in Conflict Management
DATA PRIVACY CONSENT FORMBy signing this Form, you as the data subject hereby authorize Great Deals E-Commerce Corporation ("GDEC"), its agents, representatives, and officers, to collect, process, use, update, or disclose your personal information, and hereby ratify such previous actions of GDEC, in accordance with its Data Privacy Statement, the Data Privacy Act, and other relevant Data Privacy laws, including the rules, regulations, advisories, and memoranda issued by the National Privacy Commission. This is to establish, confirm, review, or update my records, manage the information provided therein, conduct customer risk, capacity, and suitability assessments, and other legitimate business purposes, and comply with its reporting obligations under applicable laws, rules, and regulations.You as the data subject likewise authorize Great Deals E-Commerce Corporation to collect, process, disclose, or verify your personal data so processed from any person or entity that GDEC may deem necessary, including, but not limited to, government authorities/offices.You as the data subject agree to hold GDEC free and harmless from any liability arising from the use of any such information. The consent provided herein shall remain valid until revoked, in accordance with the provisions hereunder.You as the data subject confirm that you are aware that under the Data Privacy Act, you have the following rights:(a) the right to withdraw the consent hereby given or to object to the processing of your personal data provided there is no other legal ground or overriding legitimate interest for the processing thereof; (b) the right to reasonable access; (c) the right to rectification; and(d) the right to erasure or blocking of your personal data subject, however, to the conditions for the legitimate exercise of the said rights under the Data Privacy Act and its implementing Rules and Regulations, and subject further to the right of GDEC to terminate any agreement/service/product availed by the signatory by GDEC, by virtue of which the personal information contemplated hereunder has been provided by you as the data subject, due to the withdrawal of your consent or request for the removal of his/her personal information.Consequently, your signature herein confirms that you have read and fully understood the provisions and consequences of the contents of this instrument, and have been intelligently informed about the processing of your personal data for the given purposes as well as your rights and responsibilities in regard thereto.In view of the foregoing, you as the data subject hereby voluntarily and freely signify your specific, informed indication of will and consent to the collection and processing of your personal data. On the contrary, should you decide to withdraw your consent for the processing of your personal data during the recruitment process (or any other business purposes; can be changed in accordance with the needs of GDEC), GDEC can validly refuse to proceed with your on-the-job training application and you will no longer be considered for the same by GDEC (or any other business purposes; can be changed in accordance with the needs of GDEC).Powered by JazzHR
Great Deals E-Commerce Corp

Quezon City, Metro Manila
Permanent
Full-time