Senior Customer Service Representative
Core
Senior operational lead for customer service, managing inbound/outbound support, KPI reporting, and process improvement for the order-to-delivery journey.
Role type
Senior Customer Service Representative (Team Lead)
Builds
Customer service operations and digital platform adoption for dealers and fleet customers
Domain
Automotive / B2B Fleet Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Inbound customer support, outbound customer engagement, KPI tracking, process improvement, CRM management, ERP system usage, data analysis, stakeholder collaboration, problem-solving, advanced Excel
Preferred skills
B2B customer service experience, dealer network experience, fleet operations experience, Power BI, Salesforce, Microsoft Office applications
Responsibilities
Act as operational lead and primary point of contact for the team; support team members on service delivery and compliance; manage inbound enquiries on orders, pricing, and claims; conduct proactive outbound calls to improve customer experience; track service KPIs and provide insights to stakeholders; utilize CRM/ERP tools to identify process improvements; collaborate with internal departments to resolve escalated issues.
Seniority
Senior, hands-on IC with team support responsibilities