Customer Service Manager - CSLP Support

Job Purpose

Manages the customer service team and the Service Excellence Systems in order to process all customer orders, resolve internal and external (customers and consumers) inquiries, requests and complaints. Develops customer service policies and procedures and sets departmental Key Performance Indicators (KPIs).
 

Duties and Responsibilities

1. Leads and supports the customer service team.
2. Trains the customer service team on basic draught and fridge breakdown troubleshooting.
3. Sets key performance indicators (KPls) and measures individual performance accordingly.
4. Develops service procedures, policies and standards.
5. Monitors sales orders, inquiries and complaints.
6. Manages and follows up on customer orders of finished products via phone, email, online, etc. Updates the data on the SAP system.
7. Ensures up-to-date and accurate information on customer profiles on the designated systems.
8. Records the Case Fail Rate and sends reports to the planning teams, plant managers and sales teams.
9. Creates a dashboard of all customer’s orders.
10. Reports all complaints on primary and secondary distribution as well as finished goods to the quality assurance team and other relevant departments.
11. Reports all on-hold orders three times a day to account managers to resolve any credit issues. 
12. Supports corrective maintenance and installation inquiry calls and inputs data on the system.
13. Ensures that the technicians attend to customer’s need of fixing, installing or uninstalling fridges.
14. Follows up on service requests and all complaints related to service, technicians’ and drivers’ performance.
15. Handles stock management monitoring on the designated system.

Disclaimer: Other duties assigned as needed.

Educational Background

Bachelor degree in Business Administration is preferable

Years of Experience

4 -6 years of experience in managing Call Center/Customer Service function in FMCG Organization.

Qualifications & Other Requirements 

Excellent command of English Language

Skills in Microsoft (Excel & PowerPoint), Power Bi is a plus

Profound knowledge of ERP/Quality systems, preferably SAP

Knowledge of CRM systems, preferably Salesforce

• Customer oriented
• Interpersonal/communication skills
• Negotiation skills
• Problem solving and Decision maker; able to respond swiftly to arising issues take quick decisions.
• Detail oriented
• Able to manage stress and motivates
• Team Developer 
• Coaching & Delegation Skills