Customer Experience Supervisor - Biñan, Pilipinas - Gardenia Bakeries (Phils.), Inc.

Paglalarawan

The Customer 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:

1. 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.
2. 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.
3. 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.
4. 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.
5. 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