Job Description

The Customer Service Manager is responsible for managing overall customer service excellence, developing and reviewing process review and innovation frameworks and implementing customer service process review initiatives. He/She is also responsible for managing overall service quality and customer relationship management resources, including manpower, internal assets and external vendors.

Resourceful and analytical, he/she is required to manage resources and obtain buy-in from internal and external stakeholders. He/She is also expected to lead teams and make business decisions independently.

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry\xe2\x80\x99s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities
• Proficiency in Zendesk required
• Experience in logistics B2B and B2C required