Job Description
This is an exclusive opportunity to lead a high-performing customer service team for a leading e-commerce FMCG brand.
Key Responsibilities:
* Lead and supervise a local team of customer service professionals handling phone, email, and live chat inquiries related to products.
* Develop and execute innovative customer service strategies aimed at enhancing satisfaction, retention, and engagement.
* Identify opportunities to optimize and automate customer service workflow, improving efficiency and response times.
* Leverage customer feedback and insights to help position the brand as a standout brand.
* Collaborate with the operations team to ensure smooth daily interactions and resolve issues with logistics and delivery partners.
* Work closely with the food quality assurance (QA) team to manage product quality concerns, providing customers with timely updates on investigation progress.
* Offer ongoing guidance, coaching, and mentorship to ensure team members' growth and development.
* Facilitate regular team meetings to communicate updates, gather feedback, and promote collaboration.
* Monitor team performance, providing constructive feedback and conducting performance reviews to ensure continuous improvement.
* Develop and implement training programs for new hires and ongoing professional development of the existing team.
* Ensure that team members adhere to policies, procedures, and processes for compliance and operational efficiency.
* Oversee team rosters, timesheets, leave management, and resource allocation to meet business needs and ensure operational effectiveness.
Candidate Profile
You are a highly motivated and experienced Customer Service Manager, with 3 to 5 years in consumer-facing roles and a passion for people management.
Skilled at training, developing, and upskilling teams, you excel in fast-paced environments while ensuring high levels of performance and customer satisfaction.
You have a proven track record of collaborating with cross-functional teams, including logistics, operations, and quality assurance, to resolve issues and drive seamless customer experiences.
With strong communication, time management, and project implementation skills, you are adept at balancing multiple priorities and leading your team to meet targets.
Coming from an FMCG background, you are proactive, solutions-driven, and committed to continuous improvement.
Your ability to collaborate with various teams and stakeholders ensures successful outcomes, while your focus on employee engagement and development fosters a high-performing team environment.