Role Purpose:

This role is responsible for coordinating and maintaining the requirement and relationship with Customers in a clear, correct complete and timely manner.

The person should focus on continuous improvement thus ensuring simplification and innovation of processes related to customer service while maintaining customer satisfaction and expectations.

Providing performance feedback, proper training and guidance to Customer Service Representatives thus ensuring all customer needs are being met in a customer-focused, timely and accurate manner are important elements of this role.

This role is also responsible for assisting the Customer Service Manager / Head of Customer Service to build a world class customer service team thereby leading to stronger, sustainable and profitable growth for Company. 

Main Duties:

1. Customer Service Activities

• Monitor the day-to-day activities (daily operations) of the Customer Service Representatives in line with the established policies, procedures and best practices
• Plan, organize, prioritize and delegate tasks to guarantee the quality of service offered to customers
• Design strategies to increase adoption and participation of Customer self-service of all established digital tools
• Guide the Customer Service Representatives to address Customer enquiries on products/service in an efficient manner
• Coach the Customer Service Representatives on effective order management
• Supervise the delivery and achievement of defined KPIs of Customer Service team
• Monitor all customer complaint management to ensure that customer needs and questions are resolved timely and customers are satisfied.
• Coordinate projects and initiatives related to customer service
• Other activities (market-specific if applicable)

2. Second line support to Customers

• Manage escalation from customers on urgent or delay orders
• Assist to coordinate with other functional teams (Commercial, Sales Support, Planning, Supply Chain Warehouse, Lab etc.) to resolve customer
• Coache and recommend solutions for customer complaints
• Handle and escalate complex or serious issues/complains for resolution
• Promote new/potential products or services to customers along with the Customer Service Representatives
• Contact inactive customers and ascertain reasons for stopping using Company products/services and assess whether the customers can be reactivated

3. Governance, Performance Measure and Continuous Improvement

• Interpret, communicate and implement new and existing policies, procedures and best practices
• Use insights from support interactions and existing technology for root cause analysis
• Govern and measure team performance and provide feedback for continuous improvement
• Responsible for delivering monthly sales targets in line with strategies agreed with the local business

4. People Development

• Responsible for up-skilling & development of the Customer Service Representatives and make the team more efficient, competent & result oriented
• In charge of staffing level of the team

5. Key customer relationship building (where applicable)

• Build and maintain key customer relationship
• Manage day to day activities of strategic key customers (e.g. super contractors, where applicable)

6. Health, Safety & Environmental Participations

• Actively participate in all H&S and Environmental programs.
• Use appropriate PPE as designated area.
• Report any safety or environmental incidents, including accidents, near misses, unsafe actions, and unsafe conditions.
• Implementing all activity in their department in accordance with the environmental policy and developing corrective action plans with ECCR Team when needed.

Authorities:

1. Supervise daily operations of Customer Service Representatives.
2. Plan and delegate tasks to maintain service quality.
3. Handle escalated customer issues and coordinate with internal team.

General Requirements:

1. Education:

• · Minimum College graduate and above

2. Skill:

• Display strong organizational and leadership skills
• Be customer-focused and target-oriented
• Effective communication skills
• Care customers with empathy, confidence and understand customer needs & pain points (SPICQRS)
• Be able to guide and recommend solution professionally when problem arises
• Strong growth mindset to learn new knowledge and skills and to strive the customer service team to be a world-class customer service team
• Work effectively with all peers and key stakeholders of Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements

3. Experience: 

• More than 7 years of experiences in related fields, and leading a team is a must with 4+ years.

4. Desirable:

• Knowledge of Company and customer operation and structure is ideal.
• Good experience and knowledge in Company products & service and digital tools
• Current knowledge of market regulations