Responsibilities :
Team Management
Leads, coaches and manages the Customer Service team
Operates as a Centre of Excellence and Value Add profit generator for the organization
Coordinates and ensures compliance on Customer Service excellence training for the CS team members
Monitors Global Customer Service KPIs: Customer Service Credits, Welcome Calls, Audit Adherence and as directed by the Global Leadership Team
Leads the various best practices and global initiatives rolled out from management
Manages escalations for the team, from internal & external customers
Manages the workload balance, including acting as a backup as required
Customer/Stake Holder Management
Builds relationships with key customers and utilize that relationship to manage requests from the customer for mutual benefit.
Develops tools to enhance customer service levels
Requirements :
University degree
Fluent in business language of customer, with strong written and verbal communication skills.
Experience as team leader and in supervisory level
Experience in order and complaint management
Capable of working in a dynamic team environment
Works within established procedures with a moderate level of supervision with an ability to make sound decisions by assessing each situation using standard procedures
Identifies problems and relevant issues in straightforward situations
Computer Skills, preferably with experience in Gmail and Google docs and Microsoft Word/Excel
SAP - ERP system knowledge preferred
Flexible with work hours if required to cover holiday calendars
Fluency in English is required and fluency in any of the languages from Mandarin, Malay, Bahasa Indonesia , Bahasa Malaysia preferred
