Job Summary:

The Customer Services Manager is responsible for overseeing the customer service operations, ensuring excellent service delivery, and managing a team to enhance customer satisfaction. This role involves handling customer inquiries, resolving complaints, streamlining service processes, and collaborating with other departments to improve overall customer experience in a fast-paced courier services environment.

Key Responsibilities:

Customer Service Management:

• Develop and implement customer service policies and procedures to enhance service quality.
• Ensure timely and effective resolution of customer complaints and inquiries.
• Monitor service delivery and ensure adherence to service-level agreements (SLAs).
• Maintain positive relationships with customers, handling escalations when necessary.

Team Leadership & Development:

• Lead, train, and supervise the customer service team to ensure high performance.
• Conduct regular performance evaluations and provide feedback for improvement.
• Organize training sessions to enhance team knowledge of courier services and customer handling.

Operations & Process Improvement:

• Work closely with the operations and logistics teams to ensure smooth package deliveries.
• Identify service gaps and propose improvements for a seamless customer experience.
• Implement and monitor key performance indicators (KPIs) to measure service effectiveness.

Communication & Coordination:

• Act as a bridge between customers, sales, and operations teams.
• Coordinate with logistics to resolve delivery issues and track shipments.
• Provide management with reports on customer feedback and service trends.

Technology & Systems:

• Utilize CRM and courier tracking systems to manage customer interactions.
• Ensure proper documentation and record-keeping of customer interactions and issues.

Qualifications & Skills:

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Experience: Minimum 3-5 years in customer service, preferably in the courier/logistics industry.
• Strong leadership and team management skills.
• Excellent communication and problem-solving abilities.
• Proficiency in CRM systems and courier tracking software.
• Ability to work in a fast-paced environment and handle high-pressure situations.

Preferred Skills:

• Knowledge of courier and logistics operations.
• Familiarity with international shipping regulations and customs procedures.
• Experience in process improvement and customer service strategy implementation.

Compensation & Benefits:

• Competitive salary based on experience.
• Performance-based incentives.
• Health insurance and other benefits.
• Career growth opportunities in a dynamic and expanding company.