About the role
Maintain and operate the Customer Relationship Management (CRM) system.Develop and maintain a comprehensive customer database.Establish a customer feedback loop and a mechanism for resolving customer complaints.Introduce proactive customer service by anticipating potential issues and offering solutions before customers experience problems.Train, coach and upskill the team through enhance teams' skills, product knowledge, and empathy to improve service quality.Define and track key performance indicators (KPIs), monitor service performance, identify trends, and measure the impact of improvement initiatives.Gamify agent performance by motivating agents, fostering healthy competition, and recognizing outstanding contributions.
Manufacturing industry experience is a must, checmical or paint are preferable.Proven working experience as a Customer Service Manager, sales Manager or Assistant ManagerExperience in providing customer service supportExcellent knowledge of management methods and techniquesProficiency in EnglishWorking knowledge of customer service software, databases and toolsAwareness of the paints' industry latest technology trends and applicationsAbility to think strategically and to leadStrong client-facing and communication skillsAdvanced troubleshooting and multi-tasking skillsCustomer service orientationBS degree in Business Administration or related fieldAbility to lead a large team, consists of 20 agents
Manufacturing industry experience is a must, checmical or paint are preferable.Proven working experience as a Customer Service Manager, sales Manager or Assistant ManagerExperience in providing customer service supportExcellent knowledge of management methods and techniquesProficiency in EnglishWorking knowledge of customer service software, databases and toolsAwareness of the paints' industry latest technology trends and applicationsAbility to think strategically and to leadStrong client-facing and communication skillsAdvanced troubleshooting and multi-tasking skillsCustomer service orientationBS degree in Business Administration or related fieldAbility to lead a large team, consists of 20 agents
