Customer Service Manager will be responsible for managing customer interactions and ensuring a high level of satisfaction by addressing inquiries, resolving issues, and coordinating shipments while ensuring compliance. This role requires strong communication skills and a thorough understanding of shipping processes and regulations.

Key Responsibilities

• Prompt Resolution of Customer Complaints: Ensure the swift resolution of escalated customer complaints, addressing issues efficiently and effectively to maintain customer satisfaction.
• CS process management: Maintain constant update of customer information within/outside system, ensure process compliance, Drive e-commerce participation by customers and make inputs and participate in process improvements to reduce exceptions to achieve better customer satisfaction
• CSD Counter Management: Oversee the operations of the CSD counter, including security and staff management, ensuring a favorable and welcoming ambience for customers.
• Commercial: Work with internal stakeholders to provide high levels of customer service, attend to all enquiries / complaints / requests and Manage correspondence with clients to effectively maintain harmonious business relationship, Gather and analyze information from the industry to help benchmark best practices as well as process performance.
• Communication with VIP Clients: Ensure proactive and prompt communication with VIP clients, liaise with various units to resolve their complaints and addressing their needs and concerns with priority.
• Continuous Improvement Initiatives: Continuously suggest improvement initiatives across the Customer Service Department (CSD) to enhance overall performance and customer satisfaction.
• Email Monitoring and Response: Monitor all customer service emails and ensure that they are promptly attended to, providing timely and accurate responses to customer inquiries.
• Team management: Supervise and coach subordinates on prompt customer services and exception management
• Additional Duties: Perform other duties as assigned by the Country Customer Service Manager to support the overall objectives of the department.

Requirements:

• A bachelor’s degree in business administration, Management, or a related field
• Minimum of 8-10years of experience in a customer service role, preferably within the logistics/ shipping industry
• Excellent communication and interpersonal skills.
• Strong Stakeholder management skills
• Strong problem-solving abilities.
• Ability to manage multiple tasks and prioritize effectively.
• Attention to detail and a customer-centric mindset.
• High level of proficiency in using Microsoft office suites.

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