Customer Service Manager

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.