Main Purpose of the Role
As an assistant of the Operation Manager, you will oversee and enhance our customer service operations to ensure exceptional experience for our clients. You will supervise a team of customer service representatives, develop policies and procedures, and create a culture of continuous improvement. Your primary goal will be to drive customer satisfaction and loyalty through effective support and problem resolution.
Key Responsibilities
§ Supervise, mentor, and develop a team of customer service representatives, fostering a collaborative and high-performance culture.
§ Implement customer service policies, procedures, and best practices to enhance service delivery and streamline operations.
§ Monitor and analyze customer service metrics and KPIs to identify areas for improvement and ensure goals are met.
§ Resolve complex customer inquiries and complaints in a timely and professional manner, ensuring customer satisfaction.
§ Collaborate with cross-functional teams to address customer feedback and develop solutions for customer-centric initiatives.
§ Conduct regular training sessions to enhance team skills and knowledge, promoting professional development.
§ Prepare and present reports on customer service performance and opportunities to senior management.
§ Develop and maintain customer service documentation, process flow and troubleshooting guides.
§ Work with 4PL partner to manage a high level of Customer Service and Customer Satisfaction.
§ Special tasks or project assigned by Managers
Qualification
§ Bachelor’s degree in relevant field.
§ 5 Years of experience in customer service, with at least 3 years in a leadership or managerial role.
§ Strong understanding of customer service principles, practices, and the ability to implement strategies for improvement.
§ Strong analytical and problem-solving skills, with a customer-centric mindset.
§ Good communication skills, coordination, work prioritization and problem solving.
§ Ability to work in a fast-paced environment and manage multiple priorities efficiently
§ High responsibility, ability to work under pressure and reach deadlines.
§ MS Office proficient especially MS-Excel.
§ Have experience at least 5 years in SAP.
§ Good command of English is a must.
