รายละเอียดงาน :
Job summary:
The Customer Service Manager is responsibilities for this role include managing and improving customer service standards and service quality. This role will manage the day to day provision of quality removals services and contributing to the achievement of meeting and exceeding customer expectations, reducing claims and reducing the incidence of customer complaints. Manage team to provide effective customer service for all internal and external customers as well as communicating effectively with team members.
Responsibilities:
- Lead and manage the CS Team to ensure they deliver an exceptional customer service in an operationally efficient way, as per agreed KPIs
- Maintain any customer service and/or operational issues and proactively seeking, recommending and implementing resolutions and improvements
- To represent the company as the contact person with the key customer
- Monitor and maintain the companys reputation and upholding the companys values
- Maintain good relationship and network connections among customers, suppliers, government officer, sales & marketing, operations, finance & accounting and other related parties
- Establish and maintain working relationships with Customs department. Maintain current knowledge of customs and shipping regulations/restrictions for import/export worldwide; communicate changes effectively
- Ensure end to end customer services process is done effectively from open job in the system, communicate with operations team members to deliver the order instruction from customer and prepare the report for issuing invoice within a definite timeline.
- Managing customer compliant escalations, finding solutions and following through on all actions and commitments
- Ensure the effective data records of customer interactions, process customer accounts and properly file documents
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Develop team member to effective deliver their jobs and maximize their potential for future growth
