Customer Experience Manager
19 hours ago
Lead and manage a remote customer service team (currently 3 team members based in the Philippines).
- Handle complex or escalated customer cases, including high-value orders, unhappy customers, or tricky situations that need a personal touch.
- Own the returns and refunds process, including cases raised via Shopee, Lazada, or other marketplaces.
- Monitor and maintain excellent customer ratings across platforms such as Shopee, Lazada, Google Reviews, and more.
**Requirements**:
- 2-4 years of customer service or customer experience, ideally with team leadership responsibilities
- Experience handling returns, refunds, or platform-based escalations (e.g. Shopee, Lazada, Shopify, etc.)
- Familiarity with marketplace platforms and a track record of maintaining strong customer ratings and reviews
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