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Ateneo de Manila University

Customer Service Senior Director

Ateneo de Manila University
Philippines, Manila
8-10 Years
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  • Posted 13 hours ago
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Job Description

  • Lead and manage the overall customer service operations and strategy
  • Ensure achievement of key performance indicators (KPIs) and service standards
  • Drive customer satisfaction, service quality, and customer loyalty
  • Handle major customer complaints and escalation cases
  • Oversee contact center operations (calls, email, web support)
  • Develop and implement service improvement and recovery programs
  • Manage and develop customer service staff and team performance
  • Plan and execute business and operational strategies
  • Identify opportunities for revenue growth and upselling services
  • Continuously improve processes using technology and system enhancements

Minimum Qualifications

  • Bachelor's degree in Business Administration, Management, or related field
  • Minimum 8–10 years experience in customer service or contact center operations
  • At least 5 years in a leadership or managerial role
  • Strong knowledge of customer service KPIs and performance management
  • Excellent communication and problem-solving skills
  • Strong leadership and team management abilities
  • Experience in logistics or courier industry is an advantage
  • Ability to handle escalations and work under pressure

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
Customer Service
Employment Type:
Full time

Job ID: 149412341

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Last Updated: 21-06-2026 11:52:28 PM
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