# Customer Experience Supervisor

**Company:** [Angkas](http://jobs.workable.com/companies/2RavoVnPLSnzAig9i8UV2c.md)
**Location:** Makati City, Philippines
**Workplace:** on site
**Employment type:** Full-time
**Department:** Service Excellence

[Apply for this job](http://jobs.workable.com/view/9c7290dd-83d4-4c43-936f-9b0d8ec3d2f1)

## Description

-   Monitor team performance and identify areas for improvement.

-   Resolve team conflicts and address employee concerns.
-   Hire, Lead, train, coach, mentor Customer Experience Associates, Subject Matter Experts and Team Lead, providing them with the guidance and support they need to excel.
-   Conduct performance evaluations and provide regular feedback.
-   Develop and implement customer service process improvements to streamline operations and enhance efficiency.
-   Monitor and evaluate team performance, providing constructive feedback and coaching to improve individual and team results.
-   Handle escalated customer issues and complaints, investigating and resolving them to achieve customer satisfaction.
-   Collaborating with other lines of business and cross functional departments to resolve customer issues and ensure a seamless customer experience.
-   Identify and address training/QA needs based on quality assurance findings on behavioral trends
-   Coordination with other stakeholders on observations, callouts and process improvements
-   Achieve or exceed daily/monthly targets and other key objectives assigned by your Immediate Supervisor.
-   Adhere to company policy and procedures.
-   Achieve or exceed targets and other key objectives assigned by your Immediate Supervisor.
-   Participate in ongoing training and development programs.
-   Accept other associated responsibilities and projects as the need arises.

## Requirements

-   Bachelor's degree in a relevant field, or equivalent customer service experience
-   Minimum of 5 years of experience in a supervisory or  2-3 assistant manager role.
-   Proven leadership and supervisory experience.
-   Strong problem-solving and decision-making skills.
-   Excellent communication and interpersonal skills.
-   Ability to work under pressure, meet deadlines, and achieve team targets.
-   Proficiency in customer service software and systems.
-   Amenability working as Escalation POC during weekend (rotation based)

**Competencies for the job**

-   **Data Analysis:** Strong ability to read, process, and analyze data accurately.
-   **Data Visualization:** Skilled at creating clean, easy-to-understand charts, graphs, and tables for management.
-   **Spreadsheet Expertise:** Advanced knowledge of Excel and Google Sheets, specifically using complex formulas (like XLOOKUP, INDEX/MATCH, and nested IFs).
-   **Problem Solving:** Able to easily spot data errors, fix them, and improve reporting processes.
-   **Communication:** Good at explaining technical data simply to non-technical team members.

## Benefits

Why join Angkas?

-   Freedom of work
-   Work life balance
-   Free meal and use of gym
-   Opportunities for promotion
-   Start-up environment
-   Multi-cultural and Agile work environment
-   Diversified use of technology