We Are Hiring
A leading multinational company in the Fragrances & Cosmetics industry is seeking an experienced Customer Service Manager to lead its customer service operations and deliver an outstanding customer experience.
Responsibilities:
- Lead, manage, and develop the Customer Service team to ensure high performance and service excellence.
- Ensure exceptional customer satisfaction by maintaining high service quality standards across all customer touchpoints.
- Develop and implement customer service policies, procedures, service standards, and KPIs.
- Handle escalated customer complaints and resolve complex issues effectively and professionally.
- Coordinate closely with Sales, Warehouse, Logistics, Finance, and other departments to ensure seamless customer support.
- Monitor customer service performance metrics and prepare regular management reports and analyses.
- Identify service gaps and lead continuous improvement initiatives to enhance the customer experience.
- Manage customer feedback, satisfaction surveys, and service recovery actions.
- Ensure accurate order processing, follow-up, and timely communication with customers.
- Support the implementation and optimization of ERP and CRM systems related to customer service operations.
- Develop training programs and coaching plans for customer service representatives.
- Collaborate with senior management to improve customer retention, loyalty, and operational efficiency.
Qualifications:
- Bachelor’s Degree in Business Administration, Marketing, Commerce, or a related field.
- 7–10 years of experience in Customer Service.
- Minimum 3 years in a Customer Service Manager position.
- Experience within FMCG, Manufacturing, Distribution, Fragrances, or Cosmetics is highly preferred.
- Strong leadership and people management skills.
- Excellent communication, negotiation, and stakeholder management skills.
- Experience using ERP and CRM systems.
Candidates are invited to send their updated CV’S to: talents@vchroconsulting.com
Please mention “Customer Service Manager – Cosmetics Retail ” in the email subject line.
To apply for this job email your details to Talents@Vchroconsulting.com