customer support supervisor

Coinbase

<div>
 
 Ready to be pushed beyond what you think you&rsquo;re capable of?
 
 
 At Coinbase, our mission is to increase economic freedom in the world. It&rsquo;s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform &mdash; and with it, the future global financial system.
 
 
 To achieve our mission, we&rsquo;re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company&rsquo;s hardest problems.
 
 
 Our work culture is intense and isn&rsquo;t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there&rsquo;s no better place to be.
 
 
 While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
 
 
 As a Social Support Supervisor, your primary role will be to manage a team of social support agents. You will be responsible for your team's performance as measured by key operational metrics: contacts handled, first contact resolution rates, quality scores, and other KPIs. You will provide timely coaching to team members based on their performance against these metrics. Additionally, you will work closely with Workforce Management to ensure scheduling optimization and adherence. This includes conducting in-depth analyses of any performance gaps among team members. You will become a subject matter expert in Coinbase's operational processes and workflows.&nbsp;
 
 
 &nbsp;
 
 
 To perform your duties successfully, you will utilize tools such as: Sprinklr, Maestro QA, Salesforce, Slack, G-Suite, Confluence, Looker, Amazon Web Services (AWS), and proprietary technologies. Familiarity with these systems is essential for tracking agent performance, collaborating with colleagues, documenting procedures, and analyzing business data.
 
 
 &nbsp;
 
 
 
 What you&rsquo;ll be doing (ie. job duties):
 
 
 <ul>
 <li>
 Lead a team of high performing customer service agents across social media platforms - X [formerly Twitter], Instagram, Facebook, Linkedin, Reddit, Google Appstore&nbsp;
 </li>
 <li>
 Manage and support initiatives aimed at streamlining operations and improving customer experience metrics.
 </li>
 <li>
 Achieve SLAs, productivity and quality metrics for your line of business/team members.
 </li>
 <li>
 Provide leadership and mentorship across key areas like performance management, learning &amp; development, and leadership skills.
 </li>
 <li>
 Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
 </li>
 <li>
 Utilize an in-depth understanding of metrics to drive data-backed business decisions.
 </li>
 <li>
 Continuously add value through effective project management, dedicated prioritization and efficient execution.
 </li>
 <li>
 Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
 </li>
 </ul>
 
 &nbsp;
 
 
 
 What we look for in you (i.e. job requirements):
 
 
 
 <ul>
 <li>
 Customer obsessed, motivated by Coinbase&rsquo;s mission and crafting a seamless support experience for our global customer base.
 </li>
 <li>
 Minimum of 6 years of relevant experience in financial services, technology and/or customer support.
 </li>
 <li>
 Minimum of 3 years of people management experience in an operations environment.
 </li>
 <li>
 Minimum of 2 years of experience in social media support, managing teams that handled customer queries across platforms such as X (formerly Twitter), Instagram, Facebook, LinkedIn, Reddit, and Google Play Store.
 </li>
 <li>
 Proficient in navigating and utilizing Sprinklr tools and features effectively.
 </li>
 <li>
 Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions.
 </li>
 <li>
 Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.
 </li>
 <li>
 Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity.
 </li>
 <li>
 Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines.
 </li>
 <li>
 Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment.
 </li>
 <li>
 Crypto is a 24/7/365 business so availability to work shifts on weekends, and outside of the "standard" work day.
 </li>
 <li>
 Excellent communication skills (written, verbal, and in presentation format), ability to simplify complex topics for broad audiences.
 </li>
 <li>
 Willing to work from an office at Hyderabad, India
 </li>
 </ul>
 
 
 Nice to haves:
 
 
 
 <ul>
 <li>
 Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
 </li>
 <li>
 Experience in project management, analytics or quality assurance.
 </li>
 <li>
 Degree in business, finance, customer experience and/or blockchain.
 </li>
 <li>
 Understanding of Google Workspace, JIRA, AWS, Salesforce Service Cloud.
 </li>
 </ul>
 
 &nbsp;
 
 
 
 
 P66289
 
 
 Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility + benefits (including medical, dental, and vision)
 
 
 Base salary range shown. Total compensation also includes equity and bonus eligibility and benefits:: ₹2,317,500 INR - ₹2,317,500 INR
 
 
 
 Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
 
 
 Commitment to Equal Opportunity
 
 Coinbase is proud to be an Equal Opportunity Employer.&nbsp; All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.&nbsp; For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.&nbsp;
 
 
 Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. &nbsp; For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).
 
 
 Global Data Privacy Notice for Job Candidates and Applicants
 
 
 
 Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required.
 
 
 
 AI Disclosure
 
 
 
 For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.&nbsp;&nbsp;
 
 
 
 
 For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.&nbsp;
 
 
 
 
 
 The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment
 
 
 
 . To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com
 
 
 
 
 &nbsp;
 
 
 
 &nbsp;
 
</div>

Customer Support Supervisor (Social Media Support)

Enterprise Rent-a-Car

Summary:We are seeking a highly motivated Customer Service Supervisor to help oversee our customer service team at Brisbane Airport. The successful candidate will be responsible for ensuring that our customers receive exceptional service and support. The Customer Service Supervisor will be responsible for supporting the day-to-day operations of the branch, including supervising staff, monitoring performance, and ensuring that customer inquiries are handled in a timely and professional manner.Responsibilities:<ul><li>Oversee and supervise the rental sales team, ensuring that all staff are trained and equipped to provide exceptional service to our customers.</li><li>Ensure compliance with customer service policies and procedures to ensure that all customer inquiries are handled in a timely and professional manner.</li><li>Respond to customer inquiries and complaints (including Hot Alerts), resolving issues and escalating as needed to ensure that customer satisfaction is maintained.</li><li>Support the Branch Manager with fleet and facility maintainance, compliance and control</li></ul>Qualifications:<ul><li>Minimum of 2 years of experience in customer service, with at least 1 year in a supervisory role (preferred)</li><li>Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and team members.</li><li>Strong leadership and management skills, with the ability to motivate and inspire a team.</li><li>Strong analytical and problem-solving skills, with the ability to identify trends and develop strategies to address issues.</li><li>Ability to work in a fast-paced environment and manage multiple priorities.</li></ul> )

Customer Service Supervisor - Brisbane Airport

Htech Solution Pvt. Ltd.

SummaryOversee activities of his/her team and hence of Contact Center in their respective shifts to ensure quality performance and smooth operation.Reporting RelationshipThe person will report to Lead Supervisor Operations/Manager.Responsibilities&middot; To communicate the company&rsquo;s vision, purpose, core values to the grass root level employees.&middot; To implement the policies of H-tech solutions in his / her respective team.&middot; To be able to handle employee concerns and provide conflict resolution. To address all employees&rsquo; grievances.<ul><li>To ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.</li><li>To speak in an accent that is fully understood and appreciated by the consumer</li><li>To completely understand consumer language and accent and respond to his/her questions in the best possible manner</li><li>To converse in English that is error free in terms of grammar, comprehension, sentence construction and vocabulary.</li><li>To have extensive understanding of FAQs so ensure smooth delivery of information the consumer.</li><li>To have adequate product knowledge for onward transmission to the consumer to achieve maximum customer satisfaction.</li><li>To have extensive exposure to and firsthand knowledge of the relevant culture names addresses and language.</li><li>To have knowledge regarding efficient usage of software for data entry and/or searching.</li><li>Product knowledge and FAQs.</li><li>Knowledge of the processes outlined for:</li><li>Case Handling</li><li>Call backs</li><li>Escalations</li><li>Forwarding</li><li>Reporting / Data Logging</li></ul>&middot; To motivate the employees in order to meet all targets and create healthy competitive environment through recognition, guidance and incentive programs.&middot; To create a sense of ownership among the employees.&middot; Conduct weekly call monitoring and coaching of Customer Support Executives.&middot; Team member&rsquo;s development through additional training and goal setting as identified.&middot; To make sure that the employees are following the schedule properly.&middot; Maintain accurate agent performance stats and reports.&middot; To identify and foresee problems in the existing system and come up with solutions and improvements in the system.&middot; To improve and facilitate team work and coordination through effective communication within the team.&middot; Take escalation calls when needed and promote exceptional customer service by provide first hand resolution&middot; To promote professionalism in the call center environment.&middot; Proficient in the use of Microsoft Office Suite.&middot; To manage the d&eacute;cor and cleanliness of the call center.&middot; Other related job responsibilities as assigned by Call Center Management.Authority<ul><li>To resolve any/all employee concerns according to H-tech policies and procedures</li><li>To escalate any/all unresolved employee concerns to the relevant authorities following the escalation process</li><li>To guide and console agent following company guidelines</li><li>To take defined corrective action against any misconduct</li></ul>&middot; To resolve conflicts according to company guidelinesReports&middot; Statistical data to analyze team&rsquo;s performance&middot; Analytical view of team&rsquo;s KPIs and trends&middot; Root cause Analysis of challenges and their action takenEducation&middot; Education: Bachelor&rsquo;s DegreeExperience&middot; At least 2- year banking call center experience and overall, 3 year Call center experience, field involved customer services representatives in different shifts and proven track record of quality service to customers on schedule.Job Type: Full-timeExperience:<ul><li> call center: 3 years (Required)</li></ul>Work Location: In person

Supervisor (Call Center)

Zeblaze Solutions

We are looking for an experienced Team Lead &ndash; Customer Support to manage and guide our customer support operations in a fast-paced eCommerce environment. The role involves leading support teams, handling customer escalations, planning projects, allocating resources, and continuously improving team performance across both support and incoming request teams.Key Responsibilities:<ul><li>Lead, mentor, and motivate customer support team members to deliver high-quality service.</li><li>Handle and resolve customer escalation calls and emails in a timely and professional manner.</li><li>Oversee day-to-day operations of support and incoming request teams.</li><li>Plan and manage projects related to customer experience improvement and process optimization.</li><li>Allocate team members effectively based on workload, skills, and priorities.</li><li>Monitor ticket queues, response times, and resolution metrics.</li><li>Review individual and team performance regularly and provide constructive feedback.</li><li>Conduct performance reviews and assist in training and development initiatives.</li><li>Coordinate with internal teams (Product, Logistics, Tech, Sales) to resolve complex issues.</li><li>Ensure adherence to company policies, SLAs, and quality standards.</li><li>Prepare reports on support performance, escalations, and customer satisfaction.</li></ul>Required Skills &amp; Qualifications:<ul><li>Proven experience as a Team Lead or Senior Executive in customer support (preferably eCommerce).</li><li>Strong leadership and people-management skills.</li><li>Excellent communication skills (verbal and written).</li><li>Experience handling customer escalations via calls and emails.</li><li>Ability to plan projects and manage multiple priorities effectively.</li><li>Analytical mindset with experience reviewing performance metrics.</li><li>Strong problem-solving and decision-making abilities.</li><li>Proficiency with CRM and customer support tools.</li></ul>Leadership Qualities:<ul><li>Ability to inspire and motivate teams.</li><li>Fair and transparent decision-making.</li><li>Strong ownership and accountability.</li><li>Coaching mindset with a focus on team growth.</li><li>Calm and professional under pressure.</li></ul>Preferred Qualifications:<ul><li>Experience working in a product-based eCommerce company.</li><li>Knowledge of customer experience best practices.</li><li>Familiarity with KPI tracking and performance dashboards.</li></ul>Job Types: Full-time, PermanentPay: ₹30,000.00 - ₹40,000.00 per monthBenefits:<ul><li>Health insurance</li><li>Provident Fund</li></ul>Work Location: In person

Team Lead - Customer Support

Fusion BPO Services

<div>Fusion CX is hiring an experienced Team Leader to oversee Sales and Customer Support operations at our Mumbai site. If you are a graduate with at least two years of team handling experience in BPO sales or support functions and you thrive in a fast-paced, target-driven environment, this is your opportunity to step into a leadership role with a company that values results, people, and progress. This is a high-impact opportunity for professionals exploring customer support jobs in Mumbai with leadership potential. Whether you are seeking team leader (TL) or customer support jobs in Mumbai, customer support leadership roles, or sales operations careers in India&rsquo;s customer experience industry, this role offers the challenge and visibility to make your mark. Apply now to grow with a global leader in customer experience transformation.
<h2 class="jobSectionHeader">Job Description</h2>
Key Responsibilities
<ul><li>Lead a team of agents handling customer support and sales across voice/non-voice channels.</li>
<li>Drive performance metrics including conversion rates, customer satisfaction (CSAT), and average handling time (AHT).</li>
<li>Conduct daily huddles, coaching sessions, and performance reviews to meet service and sales targets.</li>
<li>Ensure team adherence to process guidelines, compliance protocols, and maintain high-quality communication.</li>
<li>Handle escalations with a focus on customer retention, issue resolution, and experience recovery.</li>
<li>Monitor dashboards, track KPIs, and report daily/weekly performance to management.</li>
<li>Work closely with Training and Quality teams to improve team effectiveness and engagement.</li>
<li>Motivate and mentor agents to ensure a high-performance culture and low attrition.</li>
</ul><h2 class="jobSectionHeader">Job Requirements</h2>
<ul><li>Graduate in any discipline (mandatory)</li>
<li>Minimum 2 years of team leadership experience in a BPO environment (sales/support)</li>
<li>Strong analytical skills with a data-driven approach to decision-making</li>
<li>Excellent interpersonal, coaching, and conflict-resolution abilities</li>
<li>Proven ability to lead performance and process improvement initiatives</li>
<li>Ability to manage shifting schedules and team demands effectively</li>
</ul>Process Details
Domain: Sales &amp; Customer Support 
Work Mode: Onsite (Mumbai) 
Location: Mumbai, Maharashtra
<h2 class="jobSectionHeader">Why Join Fusion CX?</h2>
At Fusion CX Mumbai, leadership isn&rsquo;t just about titles&mdash;it&rsquo;s about building others. As a Team Leader, you&rsquo;ll shape talent, drive performance, and play a key role in delivering customer and business success.
<ul><li>Be part of a high-performance team supporting a leading global client</li>
<li>Join a company that values leadership built on empathy, coaching, and accountability</li>
<li>Access structured development pathways for future growth in operations management</li>
<li>Work in a collaborative, inclusive culture where your contributions are recognized</li>
<li>Thrive in a people-first environment with visibility, ownership, and support</li>
</ul>This is the ideal opportunity for those looking to transition from agent-level roles into team leadership or to grow further in operations with TL jobs in global BPO or BPM companies in Mumbai. If you&rsquo;re searching for high-growth customer support jobs in Mumbai with leadership accountability, apply now and advance your future with Fusion CX. Fusion CX Mumbai is hiring. Step up, lead, and grow where performance meets purpose.</div>

Team Leader – Sales & Customer Support – Mumbai, India

Community Phone

<div><ul><li>Community Phone</li></ul> 
Community Phone is building the Toast for phones. We are the friendliest phone company in the country, supporting &gt;20,000 customers nationwide. 
Our product is designed around the physical phone - the desk phone sitting next to your cash register. We are here to make sure you stop missing calls, your team can use the business phone number in the field, and your customers keep coming back. Outside of our business product, we also have a consumer product that blocks millions of phone scams per year. 
Our team is ~70 people strong, across 15 countries. We are cash flow positive. 
Join us in redefining the narrative, where communication is personal, secure, and built on trust. Let's connect the dots &ndash; one call at a time.<h1 class="jobSectionHeader"> 
 About the role</h1>
As the Customer Support Team Leader for our B2C Voice team, you will be responsible for driving your team&rsquo;s performance across CRI, CSAT, Retention, and Expansion. You&rsquo;ll coach, guide, and develop your team to deliver outstanding customer experiences while maintaining strong operational execution. This role blends people leadership, performance management, data analysis, and cross-functional collaboration. Ten percent of your week will be customer-facing to stay calibrated with customer needs, identify friction points, and ensure coaching is grounded in real interactions.<h1 class="jobSectionHeader">
 What You&rsquo;ll Actually Do</h1><h3 class="jobSectionHeader">
Team Leadership &amp; Performance Management</h3><ul><li>
Own your team&rsquo;s core KPIs: CRI, CSAT, Retention, and Expansion.</li><li>
Monitor daily performance dashboards and coach continuously toward improvement.</li><li>
Conduct weekly 1:1s and structured coaching sessions with each team member.</li><li>
Identify knowledge gaps, skill gaps, or behavioral inconsistencies and build targeted improvement plans.</li><li>
Maintain high team morale through recognition, feedback, and consistent support.</li><li>
Learn from team behaviors, both positive and negative, and share patterns and themes that improve team operations.</li></ul><h3 class="jobSectionHeader">
Operations, Attendance, &amp; Scheduling</h3><ul><li>
Manage attendance, punctuality, and adherence for your team.</li><li>
Build and manage agent schedules to ensure full coverage across shifts.</li><li>
Handle monthly rotational shift assignments for your team.</li><li>
Take escalations as needed and step into customer-facing work for calibration.</li></ul><h3 class="jobSectionHeader">
Data, Reporting &amp; Insights</h3><ul><li>
Build reports and conduct deep dives into team performance, identifying trends or anomalies.</li><li>
Report weekly on churn, expansion, CRI, CSAT, AHT, and other indicators.</li><li>
Raise flags proactively when performance shifts, spikes occur, or process breakdowns appear.</li><li>
Share insights with the Support Manager and other internal teams to drive continuous improvement.</li></ul><h3 class="jobSectionHeader">
Process Improvement &amp; Cross-Functional Collaboration</h3><ul><li>
Identify operational bottlenecks and suggest fixes that improve efficiency or customer satisfaction.</li><li>
Work with Product, Engineering, Sales, and Marketing teams to surface recurring issues and propose solutions.</li><li>
Improve documentation, training materials, and playbooks based on real case patterns.</li><li>
Participate in cross-department initiatives to improve customer experience or internal workflows.</li></ul><h3 class="jobSectionHeader">
Hiring, Development &amp; Accountability</h3><ul><li>
Participate in the hiring process by reviewing resumes, conducting interviews, and selecting top candidates.</li><li>
Own all disciplinary actions, including coaching plans, written warnings, and terminations when required.</li><li>
Hold team members accountable to expectations, performance targets, and behavior standards.</li><li>
Calculate bonuses for your team each cycle with full accuracy and transparency.</li></ul><h3 class="jobSectionHeader">
Customer Experience</h3><ul><li>
Maintain a customer-centric mindset and ensure decisions center on customer satisfaction and long-term value.</li><li>
Perform customer-facing work roughly 10 percent of the week to remain close to customer pain points.</li><li>
Use insights from customer interactions to inform coaching, process improvements, and strategy.</li></ul><h1 class="jobSectionHeader"> 
 What We&rsquo;re Looking For</h1><ul><li>
1+ year of experience managing a team in a Support organization.</li><li>
3+ years of overall experience in Customer Support.</li><li>
Strong communication skills and the ability to simplify concepts, deliver clear feedback, and adapt tone to the audience.</li><li>
Excellent punctuality and a high standard for accuracy, detail, and clarity.</li><li>
Analytical mindset with the ability to build reports, run deep dives, and extract meaningful insights.</li><li>
Conflict resolution chops and the maturity to handle tough conversations.</li><li>
Vocal, honest, and comfortable raising concerns, escalating issues, or calling out flawed logic.</li><li>
Strong problem-solving abilities with a bias toward action and improvement.</li><li>
Adaptable to shifting priorities, new targets, and cross-department projects.</li><li>
Customer-centric thinking grounded in empathy and quality.</li><li>
Curiosity and persistence when facing unclear information or complex problems.</li><li>
Hunger to succeed, experiment, test hypotheses, and iterate toward better performance.</li><li>
Experience with Support tools like HubSpot, Bright Pattern, Console, Redash, or similar is a plus.</li><li>
Telecom or tech support experience is a plus.</li></ul><h2 class="jobSectionHeader"> 
How Success Will Be Measured</h2><ul><li>
Improvement in CRI, CSAT, Retention, and Expansion across your team.</li><li>
Consistency and accountability in attendance, scheduling, and operational execution.</li><li>
Quality and clarity of coaching, 1:1s, and development plans.</li><li>
Accuracy and reliability of reports, insights, and performance deep dives.</li><li>
Reduction in escalations tied to avoidable errors or knowledge gaps.</li><li>
Strength of team morale, stability, and performance consistency.</li><li>
Clear, proactive communication with cross-functional teams.</li><li>
Successful hiring, onboarding, and retention of strong performers.</li><li>
Effective disciplinary actions, when needed, are handled professionally and in a timely manner.</li></ul> 
 Community Phone Culture
Community Phone has a customer-obsessed culture. We are looking for team members who love our product and mission. 
Beyond the job description, here are some traits members of our team share: 
We value Curiosity and learning in our employees. We promote open-mindedness, embrace mistakes, and encourage challenging questions for personal growth. We create a culture of continuous learning to empower our team to tackle challenges and excel in their roles. 
Efficiency Where it Counts. We operate lean, optimizing resources to improve our products and deliver a world-class customer experience. We prioritize value over excess, embodying a scrappy and resourceful spirit to achieve our mission and values. 
We prioritize taking decisive action over deliberation, recognizing that building a world-class product requires pushing personal limits and taking risks. We believe that a Bias Toward Action is essential for achieving our goals and delivering exceptional results to our customers. 
We strive for Transparency and prioritize open, Direct communication. This helps us resolve issues quickly and build strong relationships with our stakeholders. 
We take our work seriously and see it as a reflection of who we are. We're always looking for ways to improve and are open to feedback. We approach our work with a sense of ownership and a desire to deliver the best possible results. By embodying a Founder Mindset, we're able to achieve our goals and create exceptional products. 
We value a Caring Mentality. Our customers come first, and we collaborate to provide exceptional service. We prioritize teamwork over personal accolades, fostering a customer-focused culture that drives our success and promotes a supportive work environment.</div>

Customer Support Team Leader

PepsiCo

<div>Overview :
<div>
We Are PepsiCo</div><div></div><div> 
PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $79 billion in net revenue in 2021, driven by a complementary beverage and convenient foods portfolio that includes LAY&rsquo;S &reg;️, DORITOS &reg;️, CHEETOS &reg;️, GATORADE &reg;️, PEPSI &reg;️, QUAKER &reg;️ and more. PepsiCo's product portfolio includes a wide range of enjoyable foods and beverages, including many iconic brands that generate more than $1 billion each in estimated annual retail sales.</div><div></div><div> 
Guiding PepsiCo is our vision to Be the Global Leader in Beverages and Convenient Foods by Winning with PepsiCo Positive (pep+). pep+ is our strategic end-to-end transformation that puts sustainability and human capital at the center of how we will create value and growth by operating within planetary boundaries and inspiring positive change for planet and people.</div><div></div><div> 
Our employees drive our culture. No two days are the same; we are dynamic and full of passionate teams that embrace new ideas through our collaborative spirit. At PepsiCo, we know that our company can only succeed when our associates and the society we serve flourishes. We are committed to fostering a diverse workforce by creating a collaborative, equitable and inclusive space where everyone, regardless of what we look like, where we come from or who we love, has a voice. At PepsiCo we create a Space to be y( )u.</div><div></div><div> 
Learn more about our culture and life at PepsiCo: https://stories.pepsicojobs.com/</div><div></div> 
Join PepsiCo, dare to transform.
Responsibilities:
<div>
JOB PURPOSE 
As part of the sales team the primary role of this position is to maximize sales volume, minimize stales,
 
achievement of distribution targets, implementation of agreed merchandising standards, collection of
 
accounts receivable and maintaining high levels of customer service. Operating procedures must be followed
 
to ensure that there is continuity of standards across the KSA to support these primary job functions. In
 
addition to these duties the salesman will also provide his supervisor with latest market information in order
 
to develop any sales opportunities. The salesman will be required to attend training courses designed to
 
improve levels of professionalism and customer service. The salesman is required to complete a daily
 
debriefing with his supervisor</div><div>
PRINCIPAL ACCOUNTABILITIES</div><div>
Responsibilities: 
 Sell the full range of products to an agreed list of customers. Sales will be measured against previously
 
agreed targets. Levels of stales must be below the agreed target provided by his supervisor.
 
The customers are to receive the service approved by the supervisor. The call frequency as well as the daily
 
route plan are key to maintaining the levels of customer satisfaction demanded by the company. The actual
 
customers visited on a daily basis will be reviewed by the supervisor during the daily debriefing sessions. 
 Carry out the daily and weekly vehicle checks as laid down in the operating procedures. The salesman is
 
responsible for maintaining the sales vehicle in a clean and roadworthy condition and any defects or damage
 
must be reported at the earliest opportunity to the supervisor.
 
Daily the salesman will agree his order requirements for the next selling period.
 
Maintaining individual customer stock levels to the agreed requirements in order to make sure that out of
 
stock problems are kept to a minimum.
 
The salesman is responsible for the implementation of the agreed in store merchandising communicated by
 
the supervisor. Where there is additional support from a company merchandiser the salesman will agree
 
with the supervisor the arrangements planned in the outlets with the support.
 
Advise the supervisor of any relevant competitor activity taking place in the area served by the salesman.
 
This will be part of the daily debriefing with the supervisor. 
 Daily reconciliation of all cheques, cash &amp; credit sales. Zero stock &amp; cash shortages. 
 Sales staff are to be neatly groomed and presentable at all times.
 
Maintain a high standard of driving and obey the driving regulations.
 
The following Key Performance Indicators (KPI&rsquo;s) will be used to measure a salesman&rsquo;s performance. Failure
 
to deliver consistently the results required will lead to disciplinary action. 
Key Performance Indicators: 
 Daily/weekly sales vs planned sales. 
 Daily positive calls vs plan 
 Daily call sequence vs plan. 
 Stales vs target. 
 Zero cash &amp; stock shortages</div>
Qualifications:
<div>
EXPERIENCE / COMPETENCIES REQUIRED 
 Customer service skills. 
 Good communication and interpersonal skills. 
 Excellent verbal and written communication skills in English and Arabic. 
 Analytical skills</div></div>

Sr. Route Salesman

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