Customer Service Leader - CSLP Support

Functional Responsibilities:

• Leads and supports the customer service team.
• Ensures customer dialogue by monitoring random calls to improve call quality and reduce errors
• Manages the daily operation for the team
• Develops the weekly and monthly schedule for all the team, assigning the daily tasks
• Arranges the needed trainings to the new hires, providing them the needed knowledge
• Manages the annual leave plan for all team members, replacement days and excuses
• Manage team members overtimes requests with HR on timely manner
• Review team performance and productivity
• Ensure DCS/WCS is running on time, leading the TPM improvement activities and process improvement
• Monitors day-to-day customers orders, inquiries, and complaints.
• Supports the team in answering phone calls and replying to emails in rush hours and whenever needed
• Ensures following policies, procedures, standards, and SLA’s in all customer services operations
• Ensures on-time reporting of KPI’s
• Contributes in TPM Customer Value Pillar
• Ensures RQC management, with perfect execution and customer satisfaction
• Close the loop of RQC according to SLA

Education, Certifications and Licenses:

• BCS in business/commerce
• CRM certificate

Knowledge and Experience:

• Minimum of 3 Years of experience in managing Call Center\Customer Service function in FMCG Organization
• Profound knowledge of CRM systems, preferably Salesforce
• Profound knowledge of ERP systems, preferably SAP

Skills and Abilities:

• Highly customer oriented
• Excellent interpersonal\communication skills
• Excellent negotiation skills