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Associate, Customer Service-Customer Service

Associate, Customer Service-Customer Service

LazadaPhilippines
19 days ago
Job description

Department : Supply Chain & Logistics-Route Location : Philippines Department : Supply Chain & Logistics-Route Location : Philippines Job Description The Logistics Customer Service Team Supervisor is responsible for managing the customer service team and ensuring that all customer inquiries and issues related to logistics are addressed promptly and efficiently.

This role involves developing and implementing customer service strategies, monitoring performance metrics, and collaborating with other departments to enhance the customer experience.

  • Team Management :

Lead, train, and oversee a team of customer service representatives, ensuring they provide high-quality support.

Conduct regular performance evaluations and provide coaching and feedback to team members.

  • Customer Support :

    • Ensure all customer inquiries and complaints related to logistics are handled promptly and effectively.

    Serve as an escalation point for more complex customer issues.

  • Process Improvement :

    • Identify opportunities to streamline customer service processes and improve efficiency.

    Implement best practices and standard operating procedures.

  • Performance Monitoring :

    • Develop and monitor key performance indicators (KPIs) to measure the effectiveness of the customer service team.

    Report on performance metrics and customer feedback to senior management.

  • Collaboration and Coordination :

    • Work closely with the logistics, sales, and operations teams to ensure seamless service delivery.

    Coordinate with other departments to resolve customer issues and improve service quality.

  • Technology and Tools :

    • Utilize CRM and other customer service tools to manage inquiries and track customer interactions.

    Ensure the team is well-trained in using these tools effectively.

  • Customer Communication :

    • Develop and implement communication strategies to keep customers informed about their shipments, delivery schedules, and any service disruptions.

    Manage customer service channels, including phone, email, and chat.

  • Training and Development :

    • Identify training needs and organize training sessions for the customer service team to enhance their skills and knowledge.

  • Crisis Management :

    • Develop and implement plans to manage service disruptions or crises, ensuring minimal impact on customers.

    Job Requirements

  • Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field.
  • At least 2 years of experience in customer service or logistics, with a focus on customer experience management.
  • Proven leadership and team management skills.
  • Strong analytical, problem-solving, and conflict-resolution abilities.
  • Excellent communication and interpersonal skills.
  • Experience with CRM software and customer service platforms.
  • Ability to analyze data and derive actionable insights.
  • Detail-oriented with strong organizational skills.

    • Preferred Qualifications :

  • Experience in the logistics or transportation industry.
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    Customer Service Associate • Philippines