Customer Service Team Leader - CSLP

Job Scope:

Lead the Customer Service team in order to resolve customer & consumer complaints, audit warehouse defective products levels while interfacing with Sales, Distribution, Quality & Marketing teams to reach root cause solutions & report periodically on complaints highlights to continuously increase customer satisfaction & sustain the company’s respectable reputation & image.

Roles & Responsibilities:

• Lead and support the Customer Service (CS) Team.
• Set, analyze, and report on CS Key Performance Indicators (KPIs).
• Resolve complaints in collaboration with Quality, Legal, etc., and follow up to identify root causes and implement preventive actions/solutions.
• Audit call center calls, create breakages and generate GSR SO.
• Monitor service requests assigned to the Commercial Equipment team to ensure timely completion and report on performance and delays.
• Track defective product levels and manage customer compensation.
• Periodically report on complaint highlights, emphasizing underlying reasons to help the company address recurring issues.
• Manage defective product recalls.
• Handle customer and consumer escalations.
• Set work strategies and goals.
• Manage ongoing operations, overseeing everything from ordering through delivery with different stakeholders.
• Oversee team performance and Personal Development Plans (PDP) and give constructive feedback.
• Set a clear vision for the team, motivating, coaching, and empowering them to achieve targets.
• Lead CV pillar meetings and DCS.
• Conduct Bi-weekly one-on-one meetings with team members and provide constructive feedback.

Qualifications Required:

2+ Years of experience doing the same in FMCG Organizations

Knowledge of SAP or Microsoft CRM Systems

Knowledge of Quality Assurance \ Quality Control

Skills Required:

· Leadership Skills

· Customer Oriented

· Excellent Communication Skills

· Excellent Listening Skills

· Excellent Negotiation Skills

· Problem Solving

· Detail Oriented

· Highly Organized

· Highly Adaptable

· Able to Manage Stress

· Takes Initiative

· Presentable