• To ensure the SLA Targets are met within planned time, cost and quality norms by ensuring effective utilization of the allocated resources.
• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing quality and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Oversee the accurate processing of customer orders, ensuring timely delivery.
• Coordinate with production and supply chain teams to manage lead times and address delays.
• Resolve order discrepancies and ensure invoicing accuracy.⁠
• Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.⁠
• Determine customer service requirements by maintaining contact with customers;
• Maximize customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, and new techniques; detecting and diagnosing problems.
• Set performance goals and regular performance reviews.
• Participate in recruitment, training and mentorship of customer service representatives
• Serve as the primary point of contact for escalated customer issues.
• Coordinate with other departments (e.g., production, logistics) to ensure timely resolution of customer issues.
• Ensure NPS targets align with broader customer experience and business objectives.
• Use feedback from detractors and work with cross functional departments such as Production, Supply Chain and Credit control etc

• Bachelor Degree in  Business Administration or related field.
• A master’s degree from a reputable institution will be an added advantage.
• At least 8+ years of experience in similar role

HOWTO APPLY