head of Customer experienceSOW Philippines Fullfillment Inc.

Leadership
Leads the customer service team of Payo and ensure that performance will yield best in class customer experience
Promotes customer centric attitude in all interactions with internal and external stakeholders
Acts as main point of contact for all customer service-related matters
Provides daily strategy to Customer Service Team and ensure that all tasks are attended to by end of each business day
Periodically reviews manpower capacity of Customer Service Team to eliminate backlog scenarios
Implement KPIs within the Customer Service Team that will promote high NPS
Maintains a fun environment and develops incentive schemes intended to improve CS Team performance
Continuously trains the Customer Service Manager and Assistant Customer Service Manager in people leadership, performance management, process improvement and data analytics
Vendor Management
Continuously search for additional vendors to facilitate first mile, mid-mile and last mile deliveries
Drafts, reviews, finalizes vendor contracts with detailed SLAs approved by COO and CFO
Attends business reviews with vendors to share challenges and improve delivery performance
Stays on top of courier performance and flag all misses that will result to loss of customers
Intervenes with escalations to couriers and ensure resolution is achieved within 24 business hours
Urgently communicates vendor challenges to internal departments to avoid financial losses
Point of contact of all vendors
Process Improvement
Formulates process and product improvement initiatives related to Customer Service Team and Vendor Management
Leads/Participates with internal process and product improvement projects
Qualifications
5 years or more in handling customer service accounts with emphasis on customer experience.
Experience in vendor contract management is required
Experience in logistics or marketplace industry is an advantage
Preferably a Senior Manager or Director handling Operations & Customer Service Accounts in the BPO Industry (Local or International Operations)