Customer Service Cum Vendor Control (Assistant Manager)

Position: Customer Service Cum Vendor Control (Assistant Manager)

Reporting to: Marketing Senior Manager

Responsibilities:

• Oversee daily customer service operations and ensure adherence to service standards.
• Handle escalated customer inquiries and complaints, ensuring prompt and effective resolution.
• Monitor customer service metrics and prepare reports on performance.
• Manage relationships with vendors, ensuring compliance with contractual terms and performance standards.
• Negotiate contracts and agreements with vendors to secure favorable terms.
• Supervise and mentor customer service and vendor control staff.
• Conduct training sessions to enhance team skills and knowledge.
• Foster a positive and collaborative work environment.
• Identify and implement improvements in customer service and vendor management processes.
• Develop and update policies and procedures to enhance efficiency and effectiveness.
• Collaborate with other departments to streamline operations and resolve issues.
• Maintain accurate records of customer interactions, vendor agreements, and performance data.
• Prepare detailed reports on customer service and vendor control activities.
• Analyze data to identify trends and provide actionable insights.
• Ensure compliance with company policies, industry regulations, and quality standards.
• Address non-compliance issues and implement corrective actions
• To carry out any other duties and ad-hoc assignments, as ad when required

Job Requirements / Minimum Requirements:

• Bachelor’s degree in business administration, supply chain management, communications, or a related field.
• Extensive experience in customer service and vendor management roles.
• Proven track record of handling complex customer and vendor issues.
• Excellent communication and interpersonal skills.
• Strong leadership and team management abilities.
• Proficiency in using customer relationship management (CRM) software and vendor management systems.
• Familiarity with online customer service tools and platforms.
• Strong customer and vendor orientation.
• Ability to work independently and as part of a team.
• Commitment to maintaining high levels of customer and vendor satisfaction.

Perks & Benefits

• Casual dress code
• Regular team activities
• Personal leave
• Personal development opportunities