Job vacancy Customer Service Lead

·         Monitor customer service metrics such as response time, resolution time, and customer satisfaction scores.

·         Develop and maintain standard operating procedures (SOPs) for customer service operations.

·         Handle escalated customer complaints and provide timely resolutions.

·         Work closely with other departments such as operations and logistics to ensure a seamless customer experience.

·         Maintain a positive and collaborative work environment.

·         Collaborate with the marketing team to develop customer service initiatives that support overall business goals.

·         Implement quality control measures to ensure that customer service representatives are providing accurate and consistent information to customers.

·         Monitor customer service trends and provide recommendations for improvement to senior management.

·         Develop and implement customer retention strategies to increase customer loyalty.

·         Manage the customer service budget and ensure that resources are allocated effectively.

Key Requirements Skills, experience and qualification

·         Bachelor's degree in business, marketing, or related field preferred.

·         Minimum of 3 years of experience in a customer service leadership role.

·         Strong communication and interpersonal skills.

·         Excellent problem-solving skills and ability to handle difficult situations.

·         Ability to work under pressure and meet deadlines.

·         Experience using customer service software and tools.

·         Strong organizational skills and attention to detail.

·         Proven ability to manage and motivate a team.

·         Experience in handling stock/CSS

·         Good computer skills with any ERP systems.