Lead Customer Service Representative

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Key Responsibilities:

• Be a role model and deliver outstanding customer service experience to our external customers and internal collaborators in the field of administration, order management, quotations, master data.
• Resolve complex customer requirements, handle partner concerns, process and follow up on all relevant requests within the division's guidelines. Collaborate with sales, commercial, distribution, and finance teams to fulfill customer requests and resolve issues promptly.
• Become expert in Customer Relationship Management systems.
• Adhere to company policies, operational regulations and departmental training guidelines.
• Deliver on promise on daily/weekly/monthly key performance indicator metrics. Proactively engage and drive efficiency and productivity initiatives.
• Drive and continuously improve processes and demonstrate attention to operational details and leverage required computer systems to maintain high level of data accuracy and quality. Actively drive and develop and review training materials and contribute to new joiner trainings.
• Develop relevant daily customer service reports.
• Assess individual customer requirements and if required direct activities to appropriate partner departments.
• Act as deputy of Supervisor/Team Leader when required and support the management team with consolidated operational data and service reports.

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• Demonstrate high integrity and compliance.
• Display stringent attention to detail and accuracy.
• Be able to lead and facilitate meetings, take ownership for actions.
• Must be very compassionate, calm, and methodical.
• Good problem-solving skills and ability to multitask under tight deadlines.
• Must possess self-motivation, enthusiasm, a positive attitude and perform as a great teammate.
• Strong written and verbal communication skills.
• Outstanding organizational skills and the ability to prioritize workload optimally.
• Must demonstrate judgment, tact in taking care of internal and external customers.
• Work on own initiative on daily routine tasks as well as solving system issues.
• Capability to handle uncertainty, take action with limited information, take ownership of tasks and recognize the broader context, exhibit a positive and proactive problem-solving approach.
• Proficient Microsoft Office user.

• A minimum of 3-5 years' customer service experience is required in an SSC/multinational/office environment.
• Experience with ERP systems preferred.

• Requires a high school diploma. A bachelor's degree is helpful but not crucial, candidates with relevant experience and knowledge will also be considered.