Asst. Manager - Customer Service

Description

We are seeking an experienced Assistant Manager - Customer Service to join our team in the freight forwarding business. The ideal candidate will have a strong background in customer service with 5 to 8 years of experience, particularly in handling Ocean Import and Air Import products. This role is crucial in ensuring high levels of customer satisfaction, managing a team, resolving escalations, and driving process improvements.

Responsibilities

• Oversee and manage the customer service team to ensure high-quality service delivery.
• Ensure timely and competitive rate quotations are provided to customers.
• Track shipments effectively and provide updates to customers as needed.
• Coordinate with internal teams and external stakeholders to resolve issues and enhance service delivery.
• Handle escalations and customer complaints efficiently and professionally.
• Drive process improvements to enhance operational efficiency and customer satisfaction.
• Maintain and analyze customer feedback to improve service levels.
• Ensure compliance with company policies and industry regulations regarding freight forwarding.

Skills and Qualifications

• Bachelor's degree in any relevant field.
• 5 to 8 years of customer service experience in the freight forwarding industry.
• Proven experience handling Ocean Import and Air Import products.
• Strong communication and interpersonal skills to interact with customers and stakeholders effectively.
• Excellent problem-solving skills to address customer issues and escalations.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Proficient in using customer service software and tools, as well as Microsoft Office Suite.
• Strong analytical skills to interpret data and make informed decisions.
• Experience in process improvement methodologies and customer satisfaction metrics.