Job Description

Job Summary:

The

Customer Services Manager

is responsible for overseeing the customer service operations, ensuring excellent service delivery, and managing a team to enhance customer satisfaction. This role involves handling customer inquiries, resolving complaints, streamlining service processes, and collaborating with other departments to improve overall customer experience in a fast-paced courier services environment.

Key Responsibilities:

Customer Service Management:

Develop and implement customer service policies and procedures to enhance service quality. Ensure timely and effective resolution of customer complaints and inquiries. Monitor service delivery and ensure adherence to service-level agreements (SLAs). Maintain positive relationships with customers, handling escalations when necessary.

Team Leadership & Development:

Lead, train, and supervise the customer service team to ensure high performance. Conduct regular performance evaluations and provide feedback for improvement. Organize training sessions to enhance team knowledge of courier services and customer handling.

Operations & Process Improvement:

Work closely with the operations and logistics teams to ensure smooth package deliveries. Identify service gaps and propose improvements for a seamless customer experience. Implement and monitor key performance indicators (KPIs) to measure service effectiveness.

Communication & Coordination:

Act as a bridge between customers, sales, and operations teams. Coordinate with logistics to resolve delivery issues and track shipments. Provide management with reports on customer feedback and service trends.

Technology & Systems:

Utilize CRM and courier tracking systems to manage customer interactions. Ensure proper documentation and record-keeping of customer interactions and issues.

Qualifications & Skills:

Bachelor's degree in Business Administration, Customer Service, or a related field.

Experience:

Minimum 3-5 years in customer service, preferably in the courier/logistics industry. Strong leadership and team management skills. Excellent communication and problem-solving abilities. Proficiency in CRM systems and courier tracking software. Ability to work in a fast-paced environment and handle high-pressure situations.

Preferred Skills:

Knowledge of courier and logistics operations. Familiarity with international shipping regulations and customs procedures. Experience in process improvement and customer service strategy implementation.

Compensation & Benefits:

Competitive salary based on experience. Performance-based incentives. Health insurance and other benefits. * Career growth opportunities in a dynamic and expanding company.