Customer success managerDingdong PH

Build expert and dynamic knowledge of company products, services and processes to proactively understand and support customer's (merchant, rider and consumer) desired outcomes and needs
Lead the development of the Customer Success Playbook/ strategic and operational processes to establish clear customer retention goals, process milestones and service level agreements, among others.
Develop, maintain and improve customer success strategies and best practices, as well as customer support content in coordination with different verticals
Set, achieve and maintain customer success metrics and data, and be able to generate and interpret important customer-related information
Capture the Net Promoter Score of the products and services of the Company
Communicate effectively with both internal and external key personnel to understand customer
needs, maximize retention and growth, and communicate learnings
Build, develop and maintain the performance of the Customer Success Teams, and regularly
communicate, coordinate, and monitor and evaluate the performance of both internal and
external customer support
Lead the development of learning modules and conduct of training programs for other members
of the Vertical and the outsourced customer support group
Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and
efficiency
Respond quickly, professionally, and accurately to all customer inquiries regarding orders,
deliveries, complaints, and merchant and rider requirements, among others
Build rapport with customers by engaging with them in an inviting, friendly, and professional
manner, to nurture lasting relationships
Lead and manage communication and inquiries from Customer Relationship Management
Tools, and develop and enhance guidelines and processes
Follow and implement company values and communications branding, guidelines and
procedures under minimal supervision
Ensure that daily recordings, and issues and resolutions are logged and documented in an
electronic database for review by the leadership and the management teams
Lead the development and updating of the company's FAQ or list of frequently asked questions
to satisfy customer inquiries
Perform other duties as assigned.
Bachelor's Degree in public relations, marketing, advertising or business development
Customer Success Department Manager is responsible for building and
Sustaining excellent and long-term relationship, retention and loyalty of customers with the Company. The role will both Provide strategic direction and day-to-day management of customer
Support tasks in the organization, which include
Policy development to handling and resolving
Customer needs and concerns
Strong written, verbal and presentation skills to articulate clearly with various departments and other stakeholders
More than 2 years of experience in customer service
More than 2 years of experience in managing and/or supervising a customer success
department
Strong computer skills required, proficient in Microsoft Office
Exceptional ability to communicate and foster positive business relationships
Accountability and organizational and multi-tasking skills are essential
Analytical and process-oriented mindset with excellent ability to troubleshoot as needed
Strong people management and leadership skills
Preferred Qualifications:
Knowledge on customer relationship management (CRM) tool such as ZenDesk or FreshDesk,
among others
Experience in training team members according to company standards