We are a leading furniture e-commerce company dedicated to providing high-quality home furnishings and exceptional customer experiences. As we continue to grow, we’re looking for a professional Customer Service Manager to join our team! 

1. Oversee daily operations and service quality (SLA) for the Philippine customer service team, ensuring efficiency and customer satisfaction. 

2. Lead the BPO to RPO project, optimizing recruitment processes and reducing labor risks. 

3. Analyze RPO team performance data (conversion rate, response time, retention, etc.) to propose process improvements. 

4. Ensure compliance with local labor laws, manage disputes, and conduct audits to mitigate legal risks. 

5. Implement localized training programs based on HQ frameworks to improve team expertise. 

6. Demonstrate resilience and adaptability to maintain service continuity during peak periods or labor shortages.

1. At least 3 years of experience managing customer service teams, familiarity with BPO/RPO business models, and experience with China-Philippines team collaboration is preferred. 

2. Knowledgeable about Philippine labor laws and flexible employment policies, with strong team management skills. 

3. Possesses crisis management awareness and has successfully implemented emergency staffing solutions during peak business periods. 

4. Fluent in both Chinese and English. 

5. Willingness to travel between China and the Philippines.

Location: Philippines (business travel to Hangzhou, China )

Job Type: Full-time

Work Time :22-7 at local time ,with 1hour break.2 days rest on weekends

Salary: Competitive salary, will raise it for the government mandated insurance and benefits after 3-6 months