Customer Service Manager

6 hours ago

Regents Park, Australia Orange Connex Global UK Limited Full time

**Core Values of the Position**:
Set up customer service foundation (system, process & team) for Orange Connex e-commerce fulfillment services in local country. Manage local customer service operations on a daily basis, driving industrial leading service KPIs and cost efficiency optimization.

**Responsibilities**:

- Implement configuration in fulfillment customer service system and suitable customer service management tools according to the standards and KPIs set by COE.
- Monitor and drive the KPI & performance through evaluation system of the local customer service center.
- Standardize customer service daily ticketing process including various work order classification.
- Establish and maintain customer service knowledge database and training standard, including seller manual, training materials, FAQs & etc.
- Build up local customer service center based on business plan and approved budget.
- Formulate and manage the annual budget of the AU customer service center.
- Collaborate with cross-functional departments to improve continuous internal & external customer experience.

**Qualifications**:

- Over 6 years of experience in the customer service centers in the logistics industry, preferably with e-commerce fulfillment experience.
- Multinational company work and cross-cultural communication experience.
- Good customer center related software operation skills and related resource planning tools.
- Good training, coaching and personnel management experience.
- Fluent oral and written English skills, Mandarin is a plus.
- Strong communication and coordination skills.
- Strong KPI management and project management capabilities.
- Analytical & problem-solving capability.
- Detail focus and excellent teamwork spirit.
- Strong self-driving and creative thinking.

**Job Types**: Full-time, Permanent

**Salary**: $85,000.00 - $105,000.00 per year

Schedule:

- Monday to Friday

Supplemental pay types:

- Annual bonus
- Bonus
- Performance bonus

**Experience**:

- customer service: 5 years (preferred)
- people/team management: 2 years (preferred)

Work Authorisation:

- Australia (preferred)

Work Location: One location

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