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