Responsibilities:
- Manage and oversee daily operations in CS department;
- Assist customers via various communication platforms channels to provide business consultation and inquiry, and timely management of complaints and feedbacks;
- Reassure and manage customers and process claims settlement in a timely manner, and identify the responsible party and implement responsibilities;
- Strong execution of training and coaching of internal department to ensure corresponding service capabilities;
- Record and analyse customer feedback, accurately identify and gain insight from customers’ pain points and business development and provide all-round services;
- Continuously optimize and promote service processes and standards to enhance user satisfaction and loyalty of the Company's brand;
- Any other jobs as assigned by the management.
Requirements:
- Minimum diploma, logistics/supply chain is preferred;
- Minimum 5 years of Customer service experience is preferred;
- Good interpersonal and able to lead and manage team skill;
- Ability to lead and manage team;
- Strong command in written & spoken English & Chinese to handle queries and complaints from English & Chinese speaking customers.