Customer Service Operations Manager
DHL GLOBAL FORWARDING (SINGAPORE) PTE. LTD.
17 days ago
Posted date17 days ago
N/A
Minimum levelN/A
Job Description
Job Requirements
- Leads, motivates and supervises a team of CS Specialists
- Provide comprehensive training and on-boarding of CS staff (new and existing) on system and processes related to the role
- Evaluate customer's complaints and reports service failures to relevant departments as well offer recommendations on how incidents can be addressed to prevent recurrence
- Completing corrective action investigations and reports for assigned customers
- Leading and motivating staffs to ensure that all calls coming into the hotline are being answered promptly and with quality meeting IKO on rollover calls
- Target/ IKO setting in alignment with global Same Day Operations team and SMT
- Closely working with the SMT, OPS and commercial for project implementations as well as to set up / enhance procedures and coordinate changes with the customer service department
- Closely working with commercial team on pricing and margin adjustments in order to meet the customer's needs
- Ensures all documented corrective actions are uploaded to the employees e-file
- Set up procurement of office hardware for newly hired staffs in SIN
- Drives performance improvement of Operations Specialists to achieve KPIs
- Participates in reviews with Operations Manager to identify areas of improvement, reviewing KPIs and enhancing overall service quality
- Prioritizes and delegates work tasks among the team members
- Ensures that all customer enquiries are addressed timely and professionally
- Collaborates with other functional units to ensure smooth customer-related process flow
- Serves as escalation point for customers, Operations, overseas offices and other parties
- Escalates issues if required to Operations Manager and/or SMT
- Provide professional and exceptional leadership to team; inspiring the team to transfer the same to the customer experience
- Assist in the management of the daily workload handling emails, calls and executing order processing
- Other duties as assigned
Job Requirements
- Proven track record in a Operations Specialist or other customer facing role, with excellent customer interacting skills.
- Strong knowledge of Same Day business products and business systems
- Proven track record managing multiple priorities and expectations within a fast paced operations environment
- Possess diverse technology skills to include MS Word and Excel
- Must be process driven and oriented toward achieving positive/successful outcomes
- Strong knowledge of Operation processes and systems
- Ability to take ownership and steer the Operations Team
- Ability to identify and meet customer needs in a pleasant and friendly manner
- Excellent communication, motivation and interpersonal skills
- Self-directed working style
- Excellent telephone and E-mail etiquette.
- Commercial awareness
- Good knowledge of English (verbal/written)
- Possess excellent leadership qualities and traits
JOB SUMMARY
Customer Service Operations Manager
DHL GLOBAL FORWARDING (SINGAPORE) PTE. LTD.
Singapore
17 days ago
N/A
Full-time
Customer Service Operations Manager