Logistics Service Operations Manager
4 days ago
GOGOVAN is a pioneering logistics company that has been revolutionizing the delivery industry since its inception in 2013. With a strong presence in multiple countries, including Hong Kong, Singapore, South Korea, Mainland China, India, and Taiwan, GOGOVAN has established itself as a leader in the field of intra-city logistics. By leveraging innovative technology and a vast network of drivers, GOGOVAN aims to provide unparalleled delivery experiences for its customers.
Job Description
The Team Lead, Customer Service role is responsible for overseeing the customer service team and ensuring that high-quality standards are met. This includes leading, training, and mentoring a team of customer service representatives, resolving conflicts and complaints from customers, and conducting investigations into damages or claims requests. Additionally, the successful candidate will be responsible for monitoring customer service metrics and providing regular reports to management on performance and customer feedback.
Responsibilities
- Deliver exceptional customer service through timely and effective resolution of customer feedback.
- Lead and train a team of customer service representatives to enhance their skills and knowledge.
- Efficiently manage and resolve conflicts/complaints from customers' feedback.
- Conduct thorough investigations into damages or claims requests.
- Monitor customer service metrics and provide regular reports to management.
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