Purpose of the Job

The Customer Service Leader will be responsible for leading and developing the customer service team, managing customer inquiries, and resolving customer issues in a timely manner to provide maintain high customer satisfaction. Coordinating with operations and other teams to improve customer satisfaction.

Job Description

• Explain proposed solutions to customers, management, or other interested parties to improve customer experience.
• Develop an understanding of customers' needs and take actions to ensure that such needs are met.
• Develop and implement tools to maintain service quality level in customer requirement. 
• Maintain and develop positive business relationships with a customer's key personnel involved in or directly relevant to operations activity.
• Review operations performance with customers against targets, KPI’s and service agreements.
• Work with the Customer Service Manager to develop and implement service initiatives to improve the customer experience.
• Direct and support the compilation and analysis of technical source data necessary for product development.
• Manage daily complaints and ensure timely resolution.
• Ensure responding to customer inquiries on time.
• Increase customer loyalty by providing programs reward.
• Develop and train customer service members and frontline employees to achieve service excellence.
• Ensure having a succession plan in place.
• Set KPI’s and conduct annual performance review for the team.

Job Requirements - Experience and Education

• Bachelor Degree in business or related fields
• English proficiency
• Computer Proficiency: MS office Applications (Word, Excel, Power Point & Outlook)
• 4-5 years’ experience in a related field
• Knowledge of operational, sales and service in all products Express, Domestic, Freight
• Knowledge of ground operations
• Knowledge of specific customer needs / requirements for customers requiring Supply

Leadership Behaviors

Skills