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Customer Service Team Leader

2 weeks ago

القاهرة, Egypt Heineken International B.V. Full time

Job Scope:
Lead the Customer Service team in order to resolve customer & consumer complaints, audit warehouse defective products levels while interfacing with Sales, Distribution, Quality & Marketing teams to reach root cause solutions & report periodically on complaints highlights to continuously increase customer satisfaction & sustain the company’s respectable reputation & image.

Roles & Responsibilities:

- Lead and support the Customer Service (CS) Team.
- Set, analyze, and report on CS Key Performance Indicators (KPIs).
- Resolve complaints in collaboration with Quality, Legal, etc., and follow up to identify root causes and implement preventive actions/solutions.
- Audit call center calls, create breakages and generate GSR SO.
- Monitor service requests assigned to the Commercial Equipment team to ensure timely completion and report on performance and delays.
- Track defective product levels and manage customer compensation.
- Periodically report on complaint highlights, emphasizing underlying reasons to help the company address recurring issues.
- Manage defective product recalls.
- Handle customer and consumer escalations.
- Set work strategies and goals.
- Manage ongoing operations, overseeing everything from ordering through delivery with different stakeholders.
- Oversee team performance and Personal Development Plans (PDP) and give constructive feedback.
- Set a clear vision for the team, motivating, coaching, and empowering them to achieve targets.
- Lead CV pillar meetings and DCS.
- Conduct Bi-weekly one-on-one meetings with team members and provide constructive feedback.

Qualifications Required:
2+ Years of experience doing the same in FMCG Organizations

Knowledge of SAP or Microsoft CRM Systems

Knowledge of Quality Assurance \ Quality Control

Skills Required:

- Leadership Skills
- Customer Oriented
- Excellent Communication Skills
- Excellent Listening Skills
- Excellent Negotiation Skills
- Problem Solving
- Detail Oriented
- Highly Organized
- Highly Adaptable
- Able to Manage Stress
- Takes Initiative
- Presentable