Job Summary
The Customer Service Manager will lead the customer service team, oversee customer interactions, manage client relationships, and ensure the delivery of top-tier service to farmers, distributors, and partners.
The ideal candidate will have strong communication skills, experience in customer-facing roles, and a good understanding of the livestock or agricultural sector.
Key Responsibilities
Handling customer-related emails
Managing all general inquiry/order calls pertaining to ACSK/Funtuna
Proactively managing our mentions via google alert
Handling complaints and Escalations
Connecting customers to the right technical support
Establishing and maintaining good relationships with all spectrum of stakeholders
Providing planning support for forums and other customer experience events
Documenting and reporting field, market, brand data/observations etc.
Maintain strong relationships with farmers, distributors, and key accounts.
Monitor customer satisfaction metrics and implement continuous improvement strategies.
Collaborate with production, sales, logistics, and technical teams to resolve customer issues promptly.
Develop customer service policies, standards, and procedures.
Train customer service officers on product knowledge, communication, and service delivery.
Prepare periodic service reports for management.
Oversee order processing, fulfilment tracking, and afterÃÂâÃÂÃÂÃÂÃÂsales support.
Requirements & Qualifications
Bachelor's degree in Animal Science, Agriculture, Business Administration, Public Relations, Mass Communication or related field.
Minimum of 5 years' experience in customer service, preferably in livestock, agriculture, FMCG, or manufacturing industries.
Strong leadership and team management abilities.
Excellent communication, interpersonal, and problemÃÂâÃÂÃÂÃÂÃÂsolving skills.
Good understanding of livestock production, animal health products, or farm operations (an added advantage).
Proficiency in customer service software, CRM tools, and the MS Office suite.
Ability to work under pressure, multitask, and deliver results in a fast-paced environment.
Strong ethical standards and commitment to customer satisfaction.