Customer Relations Team Lead

3 days ago

Mandaluyong City, National Capital Region, Philippines Linde Philippines, Inc. Full time ₱900,000 - ₱1,200,000 per year

Purpose of the Position

Acting as first point of contact for Customers, in relation to order placement and order related queries and customer enquiries including queries, complaints, product information and account information.

Specific Duties and Responsibilities

  • Establish a strong commitment to Safety in the entire Customer Relations Team.
  • Provides superior coaching and close supervision to all the Customer Relations Officer.
  • Accurate and fast order placement including emergency deliveries.
  • Accurate identification and recording of customer enquiries, with appropriate ownership and resolution.
  • Minimize customer dissatisfaction by ensuring enquiries are handled within agreed timescales.
  • Proactive outbound communication – e.g. brought-backs, shortages
  • Operate within all defined area and CSC KPI's.
  • Ensure full adherence to agreed Service Level Agreement.
  • Establishing positive relationships with customers to maintain loyalty.
  • Supporting Linde Brand values through effective customer experience.
  • Accurate and maximum utilization of SAP functionality in maintenance of customer master database and CRM functionalities, particularly TeleQuery to capture all customer enquiries to support CRM intent.

Required Qualification / Experience

  • Bachelor's Degree in any field
  • Advanced telephone sales experience
  • Proven deliverer of results
  • Understanding of sales and marketing, customer segmentation and account management.
  • Proven superior influencing skills
  • Experience in working under pressure / high volume environments
  • SAP Systems experience / CRM applications / PC package experience
  • Considerable commercial knowledge
  • Previous experience in contract negotiation / new business acquisition

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