Responsibilities:
- Develop and implement customer services strategies and operating plans to ensure alignment with company objectives and high-performance standards.
- Foster a customer-focused culture by implementing initiatives and tools that elevate customer satisfaction and loyalty.
- Lead, motivate and empower a team of customer service professionals through effective communication, coaching, and performance feedback.
- Manage the customer service budget effectivelyto optimize resources and drive value for the business.
- Facilitate the effective implementation of Customer Service initiatives and cross-functional projects with professional expertise and knowledge.
- Manage the daily operations of the Customer Service Department to ensure smooth and efficient service delivery.
- Undertake any additional duties and responsbilities as assigned.
Requirements:
- Education: Bachelor's degree in Business Management, Logistics, or a related field.
- Experience: Minimum of 5 years of supervisory experience in customer service within the express or logistics industry, demonstrating a proven track record in call center management and operations.
- Skills: Strong leadership skills, Excellent problem-solving abilities and customer-centric mindset, Effective communciation skills with proficiency in English; fluency in Chinese is desirable, Proficiently in MS Office (Word, Excel, Powerpoint) and experience with customer service software and tools, Detail-oriented with a hands-on approach to management, Ability to work autonomously and thrive in a fast-paced environment, Strong sense of responsibility and accountability.
