Customer Service Manager, SEA

Solenis


Date: 1 day ago
City: Makati City
Contract type: Full time
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

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