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.
