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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

Job Segment: Call Center, CRM, Supply Chain, Business Process, Customer Service, Technology, Management, Operations

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