• Lead, mentor, and motivate a team of customer service representatives.
• Develop and implement training programs to enhance the skills and knowledge of the customer service team.
• Set performance goals and conduct regular performance evaluations.
• Foster a positive and collaborative team environment.
• Handle escalated customer issues and complaints with professionalism and empathy.
• Develop and implement strategies to resolve customer issues efficiently.
• Work closely with other departments to address and resolve complex customer problems.
• Engage with customers to understand their needs and ensure their satisfaction.
• Develop and maintain strong relationships with key customers.
• Gather customer feedback and use it to improve services and processes.
• Develop and implement customer service policies and procedures.
• Monitor and analyze customer service metrics to ensure high performance.
• Continuously seek opportunities to improve customer service operations.
• Prepare regular reports on customer service performance and key metrics.
• Analyze data to identify trends and areas for improvement.
• Present findings and recommendations to senior management.
• Bachelor’s degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in a customer service leadership role, preferably in the logistics industry.
• Proven track record of managing and developing a customer service team.
• Excellent leadership and team management skills.
• Strong problem-solving and conflict-resolution abilities.
• Exceptional communication and interpersonal skills.
• Proficient in using customer service software and CRM systems.
• Strong analytical skills and attention to detail.
• Rapid developing company with listing potential, one of the top leaders in the market;
• A youthful, dynamic and highly engaged workplace based on a culture of respect and excellence;
• Competitive Salary Package;
• Visa sponsorship possibilities, bonus, pension, etc.;
• High localized team with flexible, harmonious and ambitious atmosphere;
• Festival gifts & team building activities.
