Customer Service Manager

4 days ago

مصر, Egypt Heineken Full time

**Functional Responsibilities**:

- **Team Management**:

- Lead and support the customer service team.
- Mentor, coach and develop Customer Service Officers.
- Train the customer service team on basic draught and fridge breakdown troubleshooting.
- Set performance KPls and measure individual performance accordingly.
- Develop service procedures, policies and standards.
- **Service Excellence System Management and Reporting**:

- Ensure up to date and accurate information on customer profile.
- Ensure complete, correct and accurate records and document customer service actions and discussions.
- Report periodically on complaints highlights, stress on underlying reasons to help the company track and resolve any issues that might re-occur in the future.
- **Manage all internal and external (customers and consumers) interactions to drive customer satisfaction and be perceived as the customers’ preferred supplier**:

- Manage _Customer Orders_ by efficiently_ _monitoring the order taking process and following-up on progress to attain utmost customer satisfaction experience.
- Track and follow-up on the progress of the communication between the customer service team and the transportation planning team to ensure efficient service completion.
- Manage _Inquiries _with all parties involved and ensure follow-up_._
- Ensuring timely completion of _Service requests_ (sales requests, asset request, visibility requests etc.) by actively following up.
- Managing _Service complaints_ (technician complaints and sales complaints) by ensuring course of action & follow-up.
- Resolving _product complaints_ together with TC and Quality to reach root causes and preventive actions\solutions.
- Resolving_ Corrective Complaints _(fridge, draught machine and visibility) together with Commercial Equipment team ensuring quick response to breakdowns and keeping downtime to the minimum.
- Manage & Follow-up on_ driving complaints _to resolve issues that arise_._
- Manage the Installation and de-installation requests (fridge, draught machine and visibility).
- Ensure active follow-up on_ Escalations and service delays_.
- Conduct customer\consumer surveys in order to continuously measure customer satisfaction.
- **Defective Products Scrapping and Product Recalls**:

- Training and education of the company and wholesalers warehousing and distribution teams on best practices of storage, handling and the early detection of defective products before being injected in the market.
- Monitor and follow up on defective products and near expire stock levels.
- Manage the scraping and the customer compensation process in all company and wholesaler warehouses.
- Manage defective products recalls and report on recall %

**Job Requirements**:

- 5+ years of experience in managing Call Center\Customer Service function in FMCG Organization.
- Excellent spoken and written English
- Profound knowledge of CRM systems, preferably Salesforce.

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