The incumbent is responsible to supervise a team of customer services representatives to ensure efficient, timely and quality customer services are provided to the customers.

Your key responsibilities:

• Manage the Customer Service team to deliver efficient, quality and timely customer services
• Monitor and facilitate the performance of the team so that support is given to the team and issues are resolved efficiently and effectively. This includes, but not limited to, monitoring phone conversations and emails, reviewing service scenario, developing standardized procedures, and providing suggestions to improve performance
• Provide facilitation to the team to secure customer’s loyalty and generate new business opportunities. This includes, but not limited to, problem solving on shipment-related issues, providing training and advice to the staff, and aligning staff in other departments to support the same
• Arrange resource to meet requirement from customers in different seasons of the year and to ensure service reliability is maintained. This includes planning for roster, and arranging back up support for staff on leave
• Work closely with Sales and Operations team to ensure customer’s requirements are fulfilled
• Regularly meet with operations and sales to review the needs of customers and the service levels required
• Perform any special duties or projects assigned by the management timely, efficiently and effectively

Your qualifications, experience & skills:

• Diploma holder or above
• Minimum 5 years of experience in freight forwarding industry with supervisory experience
• Good command in written and spoken English, Mandarin and Cantonese
• Possess core competences including leadership, managing change, entrepreneurial responsibility, target and result focus,and team steering
• Work location: Tsing Yi