Job Description

Roles & Responsibilities

Understand the Customer Care Business and Identify relevant KPI's and drive the critical metrics efficiently. Customer-centric and keenly aware of markets, trends, and competitors.
Provide immediate supervision to Customer Care staffs and operates with no supervision in a sophisticated environment
Handle customer service issues either through direct personal action or refer to the accurate individual/department
Proactively identify, define and solve the most sophisticated problems that impact the functioning of the Team. Anticipates internal and/or external business challenges recommend & develops process or service improvement plans and recommend to Customer Service Manager.
Coordinate annual reviews and performance improvement plans.
Leads projects within the team to achieve achievements and objectives. Carries out tasks in compliance with the agreed procedure to assist the company in meeting its quality objectives.
Strong analytical skills and ability to work in an unstructured and evolving environment
Consistent track record to lead cross-functional teams through influence versus direct management; excellent skills
Ensure adherence to procedures, policies, and systems.
Accept change. Motivate change in the team with a positive approach.
Maintain and promote social, ethical and interpersonal norms in conducting all affairs. Ability to think and act efficiently, acting for the greater good of the organization. Accept and demonstrates the diversity of culture and thought
Authentic, open and leads by example, holding self and others accountable. Encourage's motivates and collaborates Cross functional teams.

Experience/ Skills Required

Any graduate with a consistent track record. as a leader in your previous role
5 years of Hands-on experience in Order Management.
Must have led a team for at least 1-2 years.
Experience in Quality management is desired.
Experience working in SAP or Salesforce will be an advantage.
Display excellent verbal and written communication and interpersonal skills.
Highly diligent and organized with excellent analytic and problem-solving abilities
Able to multi-task, prioritize and lead time efficiently
Ability to work under critical situation
Customer-orientated and ability to adapt/respond to different types of tasks
Should be flexible to work in any shift
As a Customer Service Representative-Order Management you must represent our company by being responsible, punctual and motivated to achieve beyond.
Requires strong digital literacy, including Microsoft office

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