PR/158993 | Customer Service Manager

Job Responsibilities

• Supervise and execute daily customer service activities in accordance with company policies and procedures.
• Lead the customer service team to proactively address customer inquiries, ensuring timely and effective resolutions
• Handle and resolve escalated customer issues, particularly those affecting shipments, while implementing preventive measures
• Work with internal departments to streamline processes and enhance the overall customer experience.
• Develop and implement strategies to improve the efficiency and effectiveness of customer service.
• Provide guidance, training, and support to the customer service team, ensuring continuous skill development
• Monitor and analyze customer service performance metrics to identify areas for improvement.
• Manage high volumes of escalations with a problem-solving mindset, maintaining composure under pressure.
• Drive initiatives to enhance customer satisfaction and ensure alignment with business objectives.

Job Requirement

• At least Bachelor Degree in Business Administration, Supply Chain or relevant field
• Minimum 8 years of working experience in customer service or order fulfillment field, preferably with experience in managerial role
• Proficiency in MS Office, SAP. Skill in Power BI has added advantage
• Proven leadership skills in customer service or order fulfillment roles
• Good communication skills, presentation skills and leadership skills.