Job Description

Key Responsibilities

• Manages and drives performance of a Customer Service team, Conduct performance reviews and provide feedback to team members.
• Identify and implement improvements to customer service processes to increase efficiency and effectiveness.
• Monitor key performance indicators (KPIs) and customer feedback to drive continuous improvement.
• Supervise, train, and mentor customer service staff to ensure high performance and professional development. Identifies training needs and opportunities to develop a highly skilled CS team
• Acts as escalation point & develop and maintain strong relationships with key clients to enhance customer satisfaction and retention.
• Address escalated customer issues and complaints, providing timely and effective resolutions.
• Coordinate with other departments, such as operations, sales, and logistics, to ensure seamless service delivery.
• Facilitate clear and effective communication between customers and the company’s logistics team.
• Reviewing station KPIs and enhancing overall service quality & processes
• Prioritizes and delegates work tasks among the team members. Allocate resources effectively to meet departmental goals and customer needs.
• Ensures that all enquiries are responded promptly and professionally
• Collaborates with Operations and other functions to ensure smooth customer-related process flow
• Takes an active role in the development and coaching of Customer Service and identifies training needs
• Share best practices and insights to improve overall service quality. Implement initiatives based on feedback to enhance service quality and customer satisfaction.
• Escalates issues if required