About the job
Role Summary



Lead customer service team in delivering exceptional support to our valued customers.
Oversee all aspects of the customer service department, including managing a team of customer service representatives, developing and implementing customer service strategies, and ensuring high levels of customer satisfaction.


Responsibilities



Strategic:

Develop and implement customer service strategies, policies, and procedures to enhance the overall customer experience and improve customer satisfaction levels
Provide ongoing training, coaching, and development opportunities to customer service team members to enhance their skills, product knowledge, and customer interaction abilities
Conduct market research and analysis to identify customer needs, preferences, and trends, and use insights to develop strategies for improving customer satisfaction and loyalty.
Identify and implement technological solutions to enhance customer service operations, such as CRM systems, ticketing platforms, and self-service portals, to streamline processes and improve efficiency.


Operational:

Lead, mentor, and motivate a team of customer service executives to deliver outstanding service and achieve performance targets
Handle escalated customer inquiries, complaints, and issues in a timely and professional manner, striving to achieve satisfactory resolutions and maintain positive customer relationships
Collaborate with other departments, including sales, marketing, and supply chain, to ensure alignment and coordination in delivering seamless customer experiences across all touchpoints
Monitor key performance indicators (KPIs) related to customer service, such as response times, resolution rates, and customer feedback scores, and implement initiatives to improve performance and efficiency
Ensure compliance with relevant regulations and industry standards governing customer service operations, such as data privacy laws and consumer protection regulations.
Identify opportunities for process improvements and efficiency gains within the customer service department, and lead initiatives to implement changes and optimize workflows
Analyze customer feedback, trends, and insights to identify areas for improvement and inform strategic decision-making to enhance overall customer satisfaction and loyalty


Qualifications & Experience



Academic and professional qualifications:

Bachelor’s/ Master’s Degree in Business Administration or a related field from a reputable university
Specialization in Customer Relationship Management or Service Excellence is preferred


Experience:

A minimum of 8 to 10 years of relevant experience in customer service management
At least 3 to 5 years of experience in a similar role
Proven track record of managing customer service operations effectively and achieving high scores on customer satisfaction
Experienced in Oracle & Reporting tools like PBI
Experienced in Food/FMCG Export operations and Key Account Customer meetings for collaboration initiatives

Seniority Level: Managerial-Level

Job Functions: Marketing

Industries : Information Technology