Team Lead - Freight Forwarding (Customer Service) Berkman Forwarding India

5.0 - 10.0 years

0 Lacs

faridabad, haryana

On-site

As a Customer Service Manager within our organization, you will play a crucial role in leading a team of dedicated professionals to deliver exceptional service to our clients. Your responsibilities will include team leadership, client relationship management, performance tracking, and reporting. Team Leadership & Supervision: You will be tasked with leading, mentoring, and motivating a team of customer service professionals to achieve and surpass performance targets. Monitoring team performance through key metrics and regular assessments will be essential for providing constructive feedback and fostering their development. Client Relationship & Support: Being the primary point of contact for client inquiries, you will ensure that all requests are addressed promptly and accurately. Building and nurturing strong client relationships to ensure customer satisfaction and promptly addressing any issues or concerns will be a key part of your role. Performance Tracking & Reporting: Your role will involve tracking team performance using established Key Performance Indicators (KPIs) such as response times, issue resolution rates, and customer satisfaction scores. You will be responsible for preparing and presenting reports to management on team performance, client feedback, and service trends. Monitoring service level agreements (SLAs) and ensuring compliance with customer expectations will also be part of your responsibilities. Qualifications: To excel in this role, you should possess: - 5-10 years of experience in customer service, preferably with a background in freight forwarding or logistics. - Proven experience in team management and driving customer satisfaction in a fast-paced environment. - Excellent communication and interpersonal skills to establish strong relationships with clients and internal teams. - Strong problem-solving abilities and effective management of complex customer issues. - In-depth knowledge of freight forwarding processes, logistics systems, and customer service best practices. - A Bachelor's degree in Business Administration, Logistics, or a related field is preferred. Technical Skills: While not mandatory, familiarity with freight forwarding software would be advantageous in fulfilling your responsibilities effectively. Join us in this exciting opportunity to make a significant impact by delivering top-notch customer service and ensuring client satisfaction in the logistics industry.,

Posted 1 week ago

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