Senior Customer Service Manager

2 days ago

Bengaluru, Karnataka, India beBeeLeadership Full time US$ 90,000 - US$ 1,20,000
Customer Care Leadership Role

This leadership position is pivotal in guiding a team of Customer Care Representatives who service channel partners and both internal and external commercial clients across Southeast Asia. The successful candidate will lead the team to deliver exceptional customer service, drive operational efficiency, and maintain the highest quality standards.

The ideal candidate should have experience in customer service, with at least 3 years in people management, leading teams of 10+ members. Experience in Life Sciences or a related industry is preferred. A Bachelor's degree or equivalent experience with a focus on supply chain processes is required.

This role emphasizes mentoring, coaching, and ensuring team compliance with policies and procedures. It requires strong communication and social skills, as well as analytical and problem-solving abilities. The leader should be able to inspire, empower, and develop hard-working teams and foster a positive, inclusive work culture that encourages feedback, collaboration, and professional growth.

Key Responsibilities:
  • Team Leadership: Manage and inspire a hard-working team of Customer Care Representatives, ensuring the achievement of team goals and business objectives.
  • Provide mentorship and coaching, fostering an environment of trust, collaboration, and partnership.
  • Conduct regular team meetings and one-on-one sessions to ensure alignment with company goals.
  • Guide career development and conduct performance reviews for team members.
  • Operational Excellence: Demonstrate strong expertise in Order Management processes such as quotation, order processing, fulfillment, and handling customer inquiries.
  • Demonstrate CARES behaviors and meet or exceed standards for Quality Call Monitoring.
Required Skills and Qualifications:
  • Experience: Minimum of 10 years in customer service, with at least 3 years in people management, leading teams of 10+ members.
  • Education: Bachelor's degree or equivalent experience with a focus on supply chain processes.
  • Technical Skills: Proficiency in ERP systems (SAP, E1, or similar) and high digital literacy.
  • Languages: Excellent written and verbal communication skills.
Benefits:

This role offers opportunities for career growth and development, as well as a chance to make a meaningful impact on customers' lives. The ideal candidate should be passionate about delivering exceptional customer experiences and driving operational excellence.

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