International Customer Service Manager

URGENT HIRING FOR - International Customer Support Manager

Preferred immediate joiner

Email - [Confidential Information]

Contact no. - 7415074707

Location - Bengaluru

Experience - 5+ years

CTC - UPTO 12 LPA

International Customer Support Manager

Department: Service Delivery / Customer Experience

Reports To: General Manager

Role Overview

The International Customer Support Manager is responsible for managing the customer service operations related to global relocation and logistics services. The role ensures seamless shipment handling from booking to completion while delivering exceptional customer experience.

The manager will supervise the move coordination team, maintain service standards aligned with FIDI, ISO, and company policies, resolve customer issues efficiently, and ensure high levels of customer satisfaction.

Key Responsibilities

Customer Service & Shipment Management

Receive newly booked shipment files from the sales team, review documentation, and initiate service workflows.

Analyze job requirements and plan execution strategies for each shipment.

Assign files to move coordinators and ensure timely initiation of services.

Monitor shipment progress from start to completion ensuring flawless execution.

Ensure adherence to TAT, service standards, and compliance requirements (ISO, FIDI, and internal policies).

Customer Relationship Management

Maintain high-quality customer engagement and personalized service.

Proactively contact customers during shipment progress to monitor satisfaction.

Address customer concerns, complaints, and service issues promptly.

Build strong rapport with high-profile and international clients.

Identify opportunities for upselling and cross-selling services.

Quality & Performance Monitoring

Monitor coordinators activities to ensure:

Accurate file updates

Proper communication with customers

Compliance with operational procedures

Ensure quality checks throughout the shipment lifecycle.

Review final shipment volume and compare it with estimated figures.

Cost Control & Billing

Monitor shipment costs and identify opportunities for cost optimization.

Review final costing and report deviations from estimates.

Verify billing accuracy before final submission.

Complaint Management & Continuous Improvement

Record all complaints, claims, feedback, and suggestions in the company system.

Implement Corrective Actions (CA) within 48 hours.

Conduct Root Cause Analysis (RCA) and Preventive Actions (PA) with management monthly.

Improve processes to prevent recurring issues.

Compliance & Documentation

Ensure all shipment documentation and files comply with FIDI, ISO, and company standards.

Review files after job completion to confirm all processes are properly documented.

Standardize communication templates and service procedures.

Team Leadership

Lead, motivate, and mentor the customer service team.

Assign tasks and monitor team performance.

Train team members on service quality and operational processes.

Support team development and leadership growth.

Reporting & MIS

Prepare Management Information System (MIS) reports.

Analyse operational performance and present reports to management.

Identify service improvement opportunities through data analysis.

Required Skills & Competencies

Excellent customer service and relationship management skills

Strong verbal and written communication, particularly with international clients

Ability to handle high-pressure situations calmly

Strong problem-solving and decision-making abilities

Effective multitasking and time management

Strong leadership and team management skills

Ability to analyse customer needs and provide tailored solutions

Flexibility to work outside regular hours when required

Strong organizational and operational management skills

Qualifications & Experience

Minimum 5 years of experience in customer service

Minimum 2 years of experience managing a team

Prior experience in logistics, relocation services, transportation, or import/export operations preferred

Strong knowledge of Microsoft Office (Excel, Word, Outlook) and general IT systems

Fluency in English (spoken and written)

Ability to understand and communicate in local languages

Awareness of Environmental Management Systems (EMS) preferred

Preferred Industry Background

Candidates with experience in the following industries will be preferred:

International Relocation Services

Logistics & Supply Chain

Packing & Moving

Freight Forwarding

Import & Export Operations

Email - [HIDDEN TEXT]

Contact no. - 7415074707