The Customer Service Manager will lead the customer service team in ensuring exceptional service delivery for an FMCG beverage company. This role focuses on building strong customer relationships, resolving issues promptly, and ensuring customer satisfaction across multiple channels. The ideal candidate is passionate about customer experience and has a proven track record in managing service operations in a fast-paced, high-volume environment.
Scope:
Customer Service Operations
• Oversee daily customer service operations, ensuring timely and accurate order processing, delivery coordination, and issue resolution.
• Develop and implement customer service standards, policies, and procedures to maintain excellence in service delivery.
• Monitor customer interactions across channels (email, phone, live chat, social media) to ensure service quality.
Team Leadership
• Lead, train, and mentor a team of customer service representatives to improve performance and skillsets.
• Set clear goals, KPIs, SOP and SLAs for the team, ensuring accountability and productivity.
• Foster a positive, customer-focused culture within the team.
Customer Relationship Management
• Build and maintain strong relationships with key accounts, distributors, and retail partners.
• Act as the primary escalation point for complex or high-priority customer issues, ensuring satisfactory resolution.
• Regularly collect and analyze customer feedback to identify areas for improvement.
Collaboration with Other Departments
• Work closely with sales, logistics, marketing, and production teams to ensure smooth order fulfillment and service delivery.
• Communicate customer insights and trends to relevant teams for product or process improvement.
• Support marketing initiatives, such as promotions or product launches, by coordinating customer service efforts.
Reporting and Analysis
• Prepare regular reports on customer service metrics, such as response time, issue resolution rate, and customer satisfaction.
• Analyze trends and performance data to identify and address service gaps.
• Use data-driven insights to recommend strategies for enhancing the customer experience.
S & SONS TRADING CO.,LTD.
