We are looking for a proactive and responsible manager to our Customer Service Department in the logistic sphere. The goal will be not just to manage a team, but to build a service that people trust and appreciate.
Key Responsibilities:
Team Leadership: Manage the daily operations of the customer service team, delegate tasks, and monitor performance to ensure high-quality service delivery.
Customer Service Oversight: Ensure a high standard of customer support, handling inquiries and issues related to lost or delayed parcels.
Process Development: Create and optimize service standards, procedures, and automation tools to improve customer interactions.
Crisis Management: Address and resolve complex customer complaints and represent the company in sensitive or high-stakes situations.
Performance Analysis: Collect and analyze key metrics, prepare regular reports, and identify areas for service improvement.
Staff Development: Organize onboarding and training sessions, provide mentorship, and support employee growth and development.
Cross-Department Collaboration: Work closely with logistics, IT, and analytics teams to resolve issues and improve internal processes.
Requirements:
2+ years of experience in a leadership role within customer service or logistics.
Speaks fluent English or Chinese.
Possesses strong leadership skills, with the ability to motivate and guide a team.
Understands logistics workflows and the delivery lifecycle.
Is comfortable working with data, analyzing reports, and making informed decisions.
Adapts quickly to change and thrives in a fast-paced environment.