Customer service department manager

Компания "YTO EXPRESS INTERNATIONAL (KAZAKHSTAN)"

We are looking for a proactive and responsible manager to our Customer Service Department in the logistic sphere. The goal will be not just to manage a team, but to build a service that people trust and appreciate.

Key Responsibilities:

• Team Leadership: Manage the daily operations of the customer service team, delegate tasks, and monitor performance to ensure high-quality service delivery.

• Customer Service Oversight: Ensure a high standard of customer support, handling inquiries and issues related to lost or delayed parcels.

• Process Development: Create and optimize service standards, procedures, and automation tools to improve customer interactions.

• Crisis Management: Address and resolve complex customer complaints and represent the company in sensitive or high-stakes situations.

• Performance Analysis: Collect and analyze key metrics, prepare regular reports, and identify areas for service improvement.

• Staff Development: Organize onboarding and training sessions, provide mentorship, and support employee growth and development.

• Cross-Department Collaboration: Work closely with logistics, IT, and analytics teams to resolve issues and improve internal processes.

Requirements:

• 2+ years of experience in a leadership role within customer service or logistics.

• Speaks fluent English or Chinese.

• Possesses strong leadership skills, with the ability to motivate and guide a team.

• Understands logistics workflows and the delivery lifecycle.

• Is comfortable working with data, analyzing reports, and making informed decisions.

• Adapts quickly to change and thrives in a fast-paced environment.

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