Customer Service Specialist

We're seeking a proactive and responsible specialist to join a team that tackles critical customer service and logistics processes on a daily basis. If you're passionate about helping clients, enjoy problem-solving, and want to grow in logistics and e-commerce, this is the position for you!

• Supervise, and support Customer Service Representatives.
• Monitor team performance and ensure achievement of departmental KPIs.
• Conduct regular one-on-one meetings and performance reviews.
• Coach and mentor team members to improve service quality and productivity.
• Assist in recruitment, onboarding, and training of new employees.
• Manage work schedules, attendance, and workload distribution.

Customer Service Operations:

• Ensure timely and professional handling of customer inquiries, complaints, and requests.
• Work with customers
• Give parcels in a parcel store
• Act as the escalation point for complex customer issues.
• Monitor service quality across all communication channels (phone, email, chat, social media).
• Ensure compliance with company policies and customer service standards.
• Maintain high customer satisfaction levels.

Performance Monitoring & Reporting:

• Track and analyze customer service KPIs, including:
  • Response Time
  • Resolution Time
  • Customer Satisfaction (CSAT)
  • First Contact Resolution (FCR)
  • Complaint Rate
• Prepare regular reports for management.
• Identify trends, risks, and opportunities for service improvement.

Process Improvement:

• Identify operational inefficiencies and recommend improvements.
• Collaborate with Operations and Logistics teams to resolve recurring customer issues.
• Participate in customer service projects and system enhancements.
• Develop and update customer service procedures and knowledge base materials.

Cross-Functional Collaboration:

• Work closely with Operations, Warehouse, Delivery, Finance, and Sales departments.
• Ensure smooth communication between customer-facing and operational teams.
• Support implementation of company initiatives and process changes.

Requirements:

• Bachelor's degree preferred.
• Minimum 2–3 years of experience in Customer Service.
• At least 1 year of experience in a supervisory or team leadership role.
• Experience in logistics, transportation, courier, e-commerce, or related industries is preferred.
• Strong leadership and people management skills.
• Excellent communication and conflict-resolution abilities.
• Analytical mindset and problem-solving skills.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Experience with CRM systems and customer service platforms.

Key competencies:

• Leadership
• Customer Focus
• Communication Skills
• Team Development
• Problem Solving
• Decision Making
• Time Management
• Stress Management
• Process Improvement