Customer Service Manager

1 week ago


Regents Park, Queensland, Australia STS CARGO PTY LTD Full time

Summary of the Role:


Reporting to our Multi-Department Manager, the role of a Customer Service Manager in our import logistics company involves specific responsibilities to ensure our customers are satisfied with services and that any complaints or queries are addressed and resolved promptly.

The customer service manager will need to create a team that is well-trained and skilled in dealing with our customer-related issues, taking over complicated problems and providing high-level customer support.


Key Role Responsibilities:

1. Leading and monitoring customer service team


A customer service manager must be able to lead the team and help the team grow by hiring new customer service representatives based on team requirements, standards and corporate direction.


2. Supervising and tracking customer service workflow
Understand the projects/services that the team are handling and provide daily job arrangements.

It is important to ensure that all the jobs from customers are completed on time and establish achievable customer satisfaction goals.


3. Addressing and settling any related issues/disputes from customers
Handle complicated customer issues and complaints, investigating and resolving the matters promptly with mature and professional attitudes.

4. Liaising with other departments and following up on the job process
Collaborate with all other related departments from sales, marketing, operation, admin etc., to ensure smooth coordination and communication.

5. Providing valuable insights to stakeholders
Conduct regular performance overviews and evaluations to the stakeholders for constructive feedback on the business development. Improve the operation standard and ensure the overall satisfaction and loyalty of all customers.

Skills and Knowledge required:

  • A bachelor's degree in the relevant field, additional certifications and skills related to customer management,
  • Proven record of relevant working experience in the areas of import and/or export industry and the freight forwarding industry (Air and Sea).
  • Ability to train and mentor customer service team.
  • Excellent written and verbal communication skills, both in English and in Chinese.
  • Effective listening skills, and patience and tolerance when dealing with difficult situations.
  • Fast response time, problemsolving and decisionmaking skills.
  • Proficiency with company software.

Pay:
$75,000.00 per year

Benefits:

  • Professional development assistance

Schedule:

  • Day shift

Work Authorisation:

  • Australia (required)

Work Location:
In person

Application Deadline: 20/07/2024

Expected Start Date: 01/08/2024

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