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    Customer Care Support Senior Specialist - Kuala Lumpur, Malaysia - Kerry

    Kerry
    Kerry Kuala Lumpur, Malaysia

    6 days ago

    Default job background
    Description

    Oversee daily work activity of assigned team members, proactively deescalating & resolve customer issues. Support training of designated teams in standard policies, procedures, and best practices, ensuring overall delivery of world-class customer service. In parallel manage assigned designated individual operational customer service management workload (% TBA), supporting delivery of a world class customer experience for our customers. Delivering critical support in line with agreed service levels for the overall Customer Care organizations.

    Ensure customer requirements related to customer orders service & data management requests are efficiently & accurately processed within agreed timelines with clear connectivity and collaboration with the wider team to enable proactive end-to-end case management.

    Key responsibilities

    Lead Supervision:

  • Proactively leads team with a clear focus on building trusted relationships with Customer Care teams, shared service centers and wider GBS team, offering solutions and drives service excellence consistently delivering a differentiated best in class experience to our customers empowering and encouraging the team to increase customer loyalty, satisfaction, and business growth.
  • In conjunction with CC Support Manager, resource & capacity management of team whilst ensuring strong team performance, operational excellence & delivery of an excellent customer experience
  • Manage one to one meeting with team members, actively mentoring, coaching, and providing positive & developmental feedback to all team members and sharing that feedback with CC Support Manager
  • Supervision of assigned team & management of daily workload & service performance

    • Stakeholder Management:

  • Develops trusted relationships at a cross enterprise level
  • Demonstrate high levels of engagement, collaboration, and proactive communication with key stakeholders
  • Representing the function at cross enterprise, customer, commercial meetings, and calls
  • Manage relationships with key stakeholders with a strong focus on operational excellence & improvement

    • Operational Service Delivery:

  • Responsible for managing relevant customer & internal requests; Salesforce requests, reporting requirements, master data management, credit returns and related system maintenance with timely processing, & accuracy.
  • Anticipate, identifies, and proactively resolve issues by clarifying requirements, determining solutions to provide proactive resolution to achieve service excellence and adhere to operating procedures.
  • Communication Management:
  • Provides professional, timely, reliable, and consistent updates and information sharing with internal stakeholders and team members.
  • Navigates internally to ensure timely proactive resolution of issues, queries and complaints providing a seamless experience.
  • Proactively communicates and de-escalates

    • Qualifications and skills


    • Bachelor's Degree, Diploma/Post Graduate Diploma or Professional Degree in any field


    • Minimum 2-3 years working experience in customer service of a Manufacturing environment.


    • Knowledge in import/export business and documentation will be an added advantage.


    • Exposure in handling difficult customers


    • Proficient in Microsoft Office


    • Knowledge and skill in SAP system is preferable


    • Experience managing and leading people will be an added advantage

    Key Competencies:

    • Communication skills – verbal and written


    • Interpersonal skills


    • Analytical and problem solving skills


    • Attentive to details and accuracy


    • Adaptability


    • Stress tolerance


    • Team player who is enthusiastic and demonstrates customer focus


    • Initiative


    • Ability to work in a fast paced environment

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