รายละเอียดงานOperation Management
-Oversee daily operations of the Customer Service team to ensure efficiency and adherence to service level agreements (SLAs).
-Handle escalated customer inquiries and complaints,with prompt and effective resolution - including warehouse, logistics, system and technical enquiries.
-Monitor and analyze metrics (e.g., ticket volume, response times, SLA, customer satisfaction) to identify areas for improvement.
-Manage team manpower and schedule to ensure daily operation runs smoothly.
Team Performance Management
-Recruit, train, and manage customer service team members
Provide ongoing coaching, mentoring, and performance feedback to staff to maintain high level of productivity and good service quality.
-Conduct regular team meetings to communicate updates, provide training, and foster a positive work environment.
-Set performance goals and objectives for the team, and monitor progress.
Reflecting Issues and Collaborate with Cross-functionals
-Prepare and present regular reports on customer service metrics, team performance, and customer satisfaction levels.
-Work closely with other departments such as Warehouse, Sales, Marketing, Onboard, Client Relations, IT, Accounting team to ensure a seamless customer experience.
Process Improvement
-Working with the Training & Quality Assurance team (TQA) to implement initiatives and improve customer service processes to enhance efficiency and effectiveness.