This position is responsible for managing the day-to-day customer service call centre to ensure all sales orders are processed, fulfilled and coordinated efficiently to meet delivery datelines and that customer service provided is of the standard and KPIs set by the company.
Process and fulfil customers’ orders efficiently, track and monitor orders to meet delivery datelines
Liaise with warehouse on inventory requirements and status to meet orders received or cancelled
Provide leadership and management for all customer service agents including setting SOPs, service standards, controls, motivation and performance reviews.
Handle customer’s enquires promptly within the set datelines
Address and resolve customer complaints promptly and satisfactorily.
Measure the performance of all call centre staff using relevant KPIs and advise performance and corrective actions
Continuously seek cost reductions and improvement opportunities
Recruit, train and develop customer service agents
Attend to other administrative and reporting tasks
Diploma/SPM with 5 years relevant experience in supervising customer service in a 3PL, retail or FMCG warehouse environment.
Possess passion for customer service, a good track record in delivering team results and managing KPIs and influencing customer service outcome.
Process orientated with ability to set up structures, SOPs and implement policies
Good leadership including coaching and mentoring skills
Able to work under pressure
Good communications and interpersonal skills
Patience and tactful in dealing with people, resourceful in problem solving
Willing to work 6-day week.