Job Overview

Oversees daily activities of a customer service team.

Job Requirements

This position is to lead a team of Customer Care of about 5 people to be the single point of contact for escalated operational issue and resolution for all customers. Key performance responsibilities of this role to achieve the goal of Customer Satisfaction improvements include:

Order Management

Ensures effective delivery of service in the support of internal and external customers through regular interaction with customers and other functional areas via telephone, email, chat or through other social media platforms to resolve product/services issues fairly, effectively and in accordance with the consumer laws

Metric – OMR /STR/Customer Block Management

Billing Management

Proactive billing management process

Pricing – contract expiration management and quote follow up

Credit Management –work with Customer , Sales and Finance on overdue A/R management and invoice issue management

Metric – Billing

Satisfaction Management

Support the execution of improvement actions based on NPS and CES surveys: identify and drive corrective actions to recurring issues to create sustainable. Create awareness and accountability to other functions based on VOC.

Quality/Complaint awareness: Act as focal point for sharing and communicating quality status.

Communication : Establish and maintain regular performance review meetings with  other relevant functions .

Metric - NPS/CES Survey            

Manage Service Delivery Process / Interfaces & Build Service Culture Execution

• Host of Daily Go meeting to ensure minimum weekly review of order backlog . open order reports and forecast reports and work with team to provide early warning of late deliveries to the Customer and team
• Build an environment driven to solve issues related to order fulfillment, pricing, delivery, quality and credit on a permanent basis and work with Customers on improvement projects .
• Responsible to build a culture of ownership and continuous improvement within the team to provide ECE to target Customers
• Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially impact revenue.

Equip, Empower and Engage & Leadership Ability

• Provide daily guidance of Customer Care professionals activities and regular scheduled team and individual updates on TE/Customer performance, goal achievement and process updates
• Develop and maintain strong understanding of team’s strengths and development needs and have regular conversations regarding progress in both areas
• Promote and coach self managed environment and encourage decision making, participation and innovation with the team

Compliance Assurance

• Ensures all responses from Customer Care team follow approved company guidelines . Take the team to have full attendance of Ethical related courses and discussion of Ethical Connection once a quarter.
• To coordinate and support  Internal Audit as well as inform management with corrective action plan
• Maintains records of correspondence, identifies trends, and suggests product/service revisions based on recurring questions or complaints

Metric – Ethical Connection / Internal Audit

Education requirement : Graduation (Btech/MBA preferred)

Working Experience : 10+ years working experience in which at least 3 years managerial experience 

What your background should look like

Generally requires Bachelors degree in appropriate field with a minimum of 5 years of progressively responsible professional level experience; Masters degree or higher or local equivalent may be preferred at this level

Competencies