Key Skills & Qualifications:


Education: Bachelor’s degree in Business Admin, Customer Service, Communication, or related field (minimum requirement).
Experience: 3-5 years in customer service, with at least 2 years in a supervisory or managerial role; preferably in a manufacturing or industrial setup.
Professional training in CRM, Call Center Management, or CX is an added advantage.
Strong computer literacy; must be proficient in MS Office (Excel, Word, Outlook).
Working knowledge of inventory, production flow, and dispatch processes is essential.
Proven leadership and team management skills; to supervise and motivate customer care agents.
Ability to develop and implement service procedures and SOPs that drive consistency and excellence.
Skilled in conflict resolution and de-escalation, especially under high-pressure scenarios.
Experience in analyzing feedback and tracking KPIs; with a sharp eye for service improvement.
Capable of coordinating with production, sales, and logistics to close service loops and resolve issues fast.


Key Competencies


Strong leadership and team management skills; to oversee customer care agents effectively.
Proven ability to develop and implement SOPs; ensuring smooth, structured service delivery.
Skilled in managing high call and query volumes; thriving under pressure in fast-paced setups.
Conflict resolution and de-escalation skills; handling complaints with calm and clarity.
Ability to coordinate with production, dispatch, sales, and logistics; resolving issues swiftly.
Experience in analyzing feedback and service data; identifying trends and service gaps.
Competency in training, coaching, and mentoring teams; boosting performance and morale.
Strong problem-solving skills and data-driven decisions; even under tight pressure.
High attention to detail in complaints and delivery issues; no gaps, no guesswork.
Strategic thinking to align service with business goals; driving continuous improvement.