Customer Service Team Leader – FMCG Industry

We are partnering with a leading FMCG company to recruit an experienced Customer Service Team Leader to oversee the daily operations of the customer service function and ensure seamless order management, delivery coordination, and customer satisfaction.

Key Responsibilities:

• Lead and motivate a team to deliver best-in-class customer service across all client touchpoints.
• Ensure new employee training is conducted effectively and within timelines; facilitate cross-training for existing team members.
• Support the Manager – Customer Experience with team coaching, performance reviews, and disciplinary matters in line with company policy.
• Provide operational assistance to team members and ensure accurate, timely communication within the department.
• Deliver performance feedback, drive service improvements, and foster a culture of accountability and excellence.
• Maintain strong collaboration with sales, logistics, and finance to ensure smooth customer operations.

Key Performance Indicators (KPIs):

1. Team Accuracy & Productivity
2. Returns / Uplifts
3. Customer Satisfaction (CSAT)
4. Net Promoter Score (NPS)
5. First Contact Resolution (FCR)
6. Individual Productivity
7. Process Improvement Initiatives / Kaizens

Ideal Profile:

• Proven experience in customer service or order management within the FMCG or distribution sector
• Strong leadership, analytical, and problem-solving skills
• Excellent communication and interpersonal abilities
• Exposure to ERP/CRM systems and performance management tools

Interested candidates are encouraged to apply immediately.

Please share your updated CV , along with your current and expected salary and notice period , at the earliest for review.