- This is a leadership position - besides upkeeping and ensuring customer service excellence, Customer Service Manager needs to train and guide Customer Service Executive on day to day on job training
- To feedback and support, VP – Global Accounts in making sure Customer Service / Sales support functions are managed efficiently
- Improve customer service experience, create engaged customers and facilitate organic growth
- Taking ownership of customers issues and following problems through to resolution
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Control resources and utilise assets to achieve qualitative and quantitative targets
- Develop intervention strategies to mitigate gaps in delivery of logistics services
- Drive customer attraction and retention strategy to improve on customer loyalty
- Engage in targeted conversations that steer customers to solutions that address their needs
- Evaluate operational policies, standards and procedures
- Review better ways to approach problems through synthesizing and recognizing the problem information
- And any other work delegated to you by the Management pertaining to the interest of the company
