![Orange Connex Global UK Ltd](https://media.trabajo.org/img/noimg.jpg)
Customer Service Manager
4 weeks ago
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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