Customer Service Manager

We are seeking a dynamic, proactive, and results-driven Customer Service Manager to lead a five-member Sales Coordination team and provide effective support to a sales force within a large FMCG import and distribution company in the Maldives. The ideal candidate will be an exceptional communicator and an inspiring, hands-on leader who can build strong working relationships, understand customer and sales team requirements, and ensure that every request is handled efficiently, professionally, and effectively. This role requires a balance of strategic thinking and active participation, with the ability to motivate the team, resolve challenges, improve service standards, and foster a collaborative, customer-focused culture in a fast-paced, multicultural working environment. The successful candidate will play a key role in strengthening customer satisfaction, improving operational efficiency, and driving overall sales support performance.

Key Criteria

1. Educational Qualification: Bachelor’s degree in any discipline. A qualification in Business Management, Sales, Marketing, or Customer Service is an advantage.

2. Relevant Industry Experience: Minimum 3–5 years of relevant experience in customer service management, sales support, or customer relationship management, preferably within the FMCG, import, or distribution industry.

3. Leadership & Team Management: Proven ability to lead, mentor, motivate, and manage a small team of Sales Coordinators while providing effective leadership and support to a large sales force.

4. Exceptional Communication Skills: Excellent verbal and written communication skills, with the ability to conduct friendly, meaningful, professional conversations and produce clear, impactful emails, reports, customer responses, and internal communications.

5. Customer Satisfaction & Relationship Management: Strong ability to understand customer needs, resolve complaints, manage escalations, and ensure timely, effective, and satisfactory solutions for both internal and external customers.

6. Sales Coordination & Operational Excellence: Ability to coordinate efficiently with the sales team, warehouse, logistics, finance, and management to ensure accurate order processing, timely deliveries, effective follow-ups, and smooth daily operations.

7. Active Participation & Hands-On Leadership: A proactive, approachable, and accessible leader who works alongside the team, participates in problem-solving, supports sales coordinators and sales representatives, and leads by example rather than relying solely on delegation.

8. Organization, Analysis & Performance Management: Strong planning, prioritization, reporting, and analytical skills, with the ability to monitor service performance, identify operational gaps, establish KPIs, and implement improvements that enhance productivity and customer satisfaction.

9. Adaptability & Multicultural Teamwork: Comfortable working in a fast-paced, multinational environment, communicating respectfully with people from diverse backgrounds, adapting quickly to changing business needs, and maintaining a positive, solution-oriented attitude.

10. Professional Profile & Long-Term Commitment: Open to candidates of any gender, preferably aged 30–40, with integrity, emotional intelligence, accountability, resilience, and a genuine commitment to developing the team, strengthening customer relationships, and contributing to sustainable business growth. Previous experience in the Maldives or willingness to adapt to its working and living environment is an advantage.

📩 Interested candidates may send their CV, educational certificates and experience letters to
hr@lily-international.com before November 15, 2026