Functional Responsibilities:
* Leads and supports the customer service team.
* Ensures customer dialogue by monitoring random calls to improve call quality and reduce errors
* Manages the daily operation for the team
* Develops the weekly and monthly schedule for all the team, assigning the daily tasks
* Arranges the needed trainings to the new hires, providing them the needed knowledge
* Manages the annual leave plan for all team members, replacement days and excuses
* Manage team members overtimes requests with HR on timely manner
* Review team performance and productivity
* Ensure DCS/WCS is running on time, leading the TPM improvement activities and process improvement
* Monitors day-to-day customers orders, inquiries, and complaints.
* Supports the team in answering phone calls and replying to emails in rush hours and whenever needed
* Ensures following policies, procedures, standards, and SLA's in all customer services operations
* Ensures on-time reporting of KPI's
* Contributes in TPM Customer Value Pillar
* Ensures RQC management, with perfect execution and customer satisfaction
* Close the loop of RQC according to SLA
Education, Certifications and Licenses:
* BCS in business/commerce
* CRM certificate
Knowledge and Experience:
* Minimum of 3 Years of experience in managing Call Center\Customer Service function in FMCG Organization
* Profound knowledge of CRM systems, preferably Salesforce
* Profound knowledge of ERP systems, preferably SAP
Skills and Abilities:
* Highly customer oriented
* Excellent interpersonal\communication skills
* Excellent negotiation skills
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