We Are Hiring | Customer Service Manager
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.
Key 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.
Requirements
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.
Strong analytical, reporting, and problem-solving abilities.
Excellent command of English.
To apply for this job email your details to Talents@Vchroconsulting.com