Customer Service Operations Manager

2 days ago

Sydney, New South Wales, Australia beBeeService Full time $85,000 - $105,000
Customer Service Operations Manager

We are seeking a highly experienced Customer Service Operations Manager to lead our customer service operations in the local country. As a key member of our team, you will be responsible for establishing a customer service foundation for our e-commerce fulfillment services.

Key Responsibilities:

  • Implement configuration in the customer service system and suitable management tools according to set standards and Key Performance Indicators (KPIs).
  • Monitor and drive KPIs through evaluation systems of local customer service centers.
  • Standardize daily ticketing processes, including work order classification.
  • Educate and maintain customer service knowledge databases and training standards.
  • Built local customer service centers based on business plans.
  • Formulate and manage budgets of customer service centers.
  • Collaborate with cross-functional departments to enhance customer experiences.

Requirements:

  • More than 6 years of experience in customer service centers in the logistics industry.
  • Multinational company work and cross-cultural communication experience.
  • Proficiency in customer center-related software operation skills and resource planning tools.
  • Good training, coaching, and personnel management experience.
  • Fluent oral and written English skills.
  • Strong communication and coordination skills.
  • KPI management and project management capabilities.
  • Analytical & problem-solving capability.
  • Detail focus and excellent teamwork spirit.
  • Self-driving and creative thinking.

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