Customer Service Senior Specialist

Food Lover for Trade and Food Industries.

Serve as the primary point of contact for customer inquiries, ensuring timely and professional responses.

Resolve complex customer issues and complaints with empathy, efficiency, and a focus on long-term satisfaction.

Collaborate with internal teams, including sales, logistics, and production, to address customer needs and deliver tailored solutions.

Monitor and analyze customer feedback to identify trends, areas for improvement, and opportunities to enhance service quality.

Maintain accurate records of customer interactions, transactions, and feedback in the company s CRM system.

Develop and implement best practices for customer service processes to improve efficiency and customer satisfaction.

Provide guidance and mentorship to junior customer service staff, fostering a culture of excellence and continuous learning.

Assist in the creation and delivery of customer service training materials and sessions.

Support the onboarding of new clients, ensuring a smooth transition and positive initial experience.

Prepare regular reports on customer service metrics and present findings to management for strategic decision-making.

• Bachelor s degree in Business Administration, Communications, or a related field.
• 2 to 8 years of experience in customer service, preferably within the food industry or FMCG sector.
• Demonstrated ability to handle escalated customer issues and resolve them effectively.
• Strong communication and interpersonal skills, with a customer-focused mindset.
• Proficiency in using CRM software (Sales Buzz) and SAP ERP.
• Excellent organizational and time management abilities.
• Ability to work independently and collaboratively in a fast-paced office environment.
• Strong analytical skills with attention to detail.
• Proven track record of mentoring or training junior staff is a plus.
• Fluency in English; additional language skills are an advantage.