Customer Service Manager

• End-to-End Order Management
• Lead, motivate, and coach a team of customer service representatives to deliver exceptional service to our customers and sales force.
• Develop and implement strategies to improve overall customer satisfaction and retention.
• Set clear goals and performance targets for the customer service team and monitor progress regularly.
• Handle escalated customer inquiries and complaints in a professional and timely manner.
• Collaborate with other departments to address customer issues and improve processes.
• Develop and maintain customer service policies and procedures.
• Prepare regular reports on customer service metrics and performance.
• Strong leadership and team management abilities
• Problem-solving and conflict resolution skills
• Assist with collecting and analyzing Customer Service data, including customer feedback, performance indicators, and trends. Support preparing reports and recommendations for continuous improvement of customer service operations.
• Process digitalization and automation
• Develop process flow for core processes and training material (SAP)

Experience:

• Proven experience in a customer service management role, with a minimum of 5 to 10 years of experience.     
• Bachelor’s degree in Business, Management, Communications, or related filed

Qualifications/Skills

• Customer oriented
• Excellent communication and interpersonal skills
• Strong leadership and team management abilities
• Problem-solving and conflict resolution skills
• Proficiency in customer service software and CRM systems
• Critical thinking skills
• Excellent problem-solving skills