Customer Service Team Lead

OBJECTIVES / PURPOSE OF JOB

The incumbent is responsible for providing high‑quality customer service by responding promptly to inquiries, resolving issues efficiently, and ensuring customer satisfaction in accordance with company standards and procedures.

KEY ACTIVITIES

RESPONSIBILITIES

• Handle customer orders received via phone, email, WhatsApp, or the sales team.
• Ensure accurate order entry into the system to enable timely delivery.
• Serve as the first point of contact for customer inquiries and handle complaints professionally; escape to relevant departments when necessary.
• Coordinate and work closely with the sales team on customer-related routine operations.
• Liaise with the warehouse and customers regarding order rejections and returns.
• Manage stock replenishment through billing to fulfil distributor purchase orders.
• Log and manage customer complaints in the complaint system...