JOB SUMMARY 

The Customer Service Representative Team Lead provides direction, instructions and guidance to the Customer Service Team. Ensure that the team members are providing high quality customer service in line with the company’s Core Values. CSM is responsible in providing a productive and motivating work environment and addressing any issues from customers or clients. Maintains & releases record of By-SKU, By-area, By-Salesman and By-Channel Monthly Sales Data to all stakeholders.

EDUCATION 

Candidate must possess at Bachelor's/College Degree in Business Studies/Administration/Management or equivalent.

WORK EXPERIENCE 

5 years experience specialized in Customer Service or equivalent is an advantage.

COMPETENCIES AND SKILLS 

• Leadership Skills – the ability to oversee a team and ensure their continued development, commitment, motivation and contribution to the organization.
• Problem Solving – generating, evaluating and implementing solutions to problems
• Complaint Management – the ability to handle customer issues and concerns and consistently find means to convert a dissatisfied client to a loyal customer
• Product Knowledge - Thorough knowledge of the products and services of the company
• Planning and Organizing – Planning and prioritizing work to manage time effectively and accomplish assigned tasks
• Computer Savvy - Good knowledge of computers and MS Office, especially Excel; adept in the use of ERP and analytical tools such as BI
• Critical Thinking – Using logical thought processes to analyze information and draw conclusions
• Information and Data Analysis - Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
• Project Management – initiating, planning, executing, controlling, and closing the work of a team to achieve specific goals and meet specific success criteria at the specified time
• Communication and presentation skills – communicating effectively in written or verbal form; ability to listen, receive and understand messages and respond accordingly