Customer Service Manager

4 weeks ago


UK, UK, United Kingdom Orange Connex Global UK Ltd Full time

Core Values of the Position:

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

Responsibilities:

  • Implement configuration in fulfillment customer service system and suitable customer service management tools according to the standards and KPIs set by the business.
  • 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.
  • Ensuring that customer enquiries are met with timely, accurate and appropriate responses (Currently using Zendesk).
  • Collaborate with cross-functional departments to improve continuous internal & external customer experience.
  • Attend and participate in client meetings.

Qualifications:

  • Over 5 years of experience in the customer service sector, preferably with e-commerce fulfillment experience or the logistics industry.
  • 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.


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