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Customer Care Team Lead

We are looking for an experienced, self-driven and motivated Team Leader, who will be responsible for supervising, overseeing, leading, managing, rewarding and motivating employees.

 

Scope of Responsibility

·         Administer Product complaints for R & A WE 

 

Purpose of the position

·         The first point of contact for R & A WE complaints from technical service team and distribution partner to resolve issues quickly, competently and professionally.

 

Essential job function

  • Provide leadership, guidance and supervision to the Customer Care Team and create a positive working environment that upholds the vision and values of the corporation. This is to ensure the smooth operation of the team, management regulatory responsibilities and drive improved customer outcomes across the division and organisation.
  • Take ownership of the administrative process when registering complaints related to product defects, in partnership with the related complaint management teams.
  • Follow up on outstanding tasks to ensure completion and customer satisfaction. Provide a link between our complaint management teams and distribution partner to ensure a seamless flow of information.
  • Work in high energy and dynamic team which is focused on delivering a best-in-class customer experience
  • Play a core role in ensuring timely and professional handling of complaints, therefore increasing customer satisfaction.
  • Interact extensively in a team environment with peers, supervisors, and managers to assist one another with product complaint management.
  • Interface with supporting departments including Technical Service, quality complaint managers, our distribution partner and Amsterdam Customer Care. 

 

Basic Qualifications

Any Bachelors/Master’s Degree

 

Experience

 

  • Fluent or native English, both conversational and written
  • 5 to 7+ years of leadership experience in customer care
  • A positive outlook on dealing with internal customers and know how to organize/prioritize your work
  • Accuracy and attention to detail
  • Drive to provide outstanding customer service
  • Flexibility and openness to change, ability to adjust accordingly.
     

Technical Skills / Competencies

                                                       

  • Proficiency with such software applications as Microsoft Office 365 (Word, Excel, Outlook and PowerPoint). Experience with daily usage of CRM -and ERP systems
  • Good knowledge of Customer and their structure in the company
  • Good ERP knowledge (SAP & Oracle).
  • Good MS-Excel knowledge
  • Communication Proficiency
  • Problem Solving/Analysis

 

Leadership

  • A strong ability to continuously improve relevant processes, to implement work procedures and to drive changes that will enhance the customer service delivery. Sincere interest in developing and coaching the team and give direction to ensure that all customer inquiries are rightfully attended to on time. Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends.

 

Professionalism

  • Ability to function in a responsible, professional manner using good judgment in decision-making. Remain positive, rational, calm and professional under stressful conditions.
  • Ability to tackle problems and take independent action, seek out new responsibilities, act on opportunities, generate new ideas, and practice self-development. Work on complex assignments where considerable judgment and initiative are required in resolving problems and making recommendations. Prioritize tasks to accomplish goals and objectives. Good interpersonal skills combined with the ability to make an impact.Excellent intercultural skills.
  • Organized and able to multi-task while meeting deadlines.
  • Excellent teamwork skills.
  • Driven, outgoing and self-motivated.
Job Requisition ID:  195701
Location:  Bangalore SBS
Career Level:  D - Professional (4-9 years)
Working time model:  full-time

US Disclosure
The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.  This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

North America Disclosure
The Company is committed to accessibility in its workplaces, including during the job application process. Applicants who may require accommodation during the application process should speak with our HR Services team at 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday.


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