Customer Service Manager

1 week ago

กรงเทพมหานคร, Thailand CloudCommerce Full time

We are seeking a dynamic and result-driven Customer Service Manager to lead our customer support team. This role is perfect for a professional passionate about customer service excellence and eager to grow within a tech-driven environment. This role is to elevate the customer experience through world-class standard of customer service from general customers, VIP clients, to complex cases with the third parties.

**What we do**
FASTSHIP is a Thailand's top-notch cross border logistics platform aggregating over 15 top door to door delivery service providers including UPS, FedEx, Aramex, SF Express, USPS, PostNL and ThailandPost. Our strategy is to expand the business range to compete with a rapidly growing ecommerce business in SEA through innovative, technology-driven and a broad range of total solutions in logistics and supply chain.
- Over 200 destinations in the services
- 25 unique logistics services offering
- 20 service points throughout Thailand

**What you will handle**:

- Lead and develop the customer support team to deliver exceptional service experiences across all customer segments.
- Implement strategies to manage and enhance support for our customer portfolios.
- Develop strategies or trainings to improve SLA of customer support teams to achieve world-class standard of customer service
- Collaborate closely with cross-functional teams to ensure customer needs are met effectively and efficiently.
- Analyze customer feedback and market trends to continuously improve service quality and customer satisfaction.
- Develop and maintain strong relationships with key clients and external partners.
- Oversee the resolution of complex customer issues, ensuring a high level of customer satisfaction.
- Drive initiatives to optimize support processes and implement best practices in customer service.
- Prepare and present regular reports on team performance, customer feedback, and service improvement strategies.

**What you have**:

- Proven experience in an equivalent role within customer support, preferably in the logistics, e-commerce or related industry.
- Excellent communication and interpersonal skills, with the ability to engage effectively with a diverse range of stakeholders. Proficient level of English communication is required.
- Strong problem-solving abilities and a customer-focused mindset.
- Strong data and performance orientation
- Demonstrated ability to develop, lead, and motivate a team in a dynamic environment.
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Familiarity with customer support software, CRM systems, and modern technology tools.

**What we offer**:

- Free Lunch: Food is life, so enjoy hearty meals to fuel your day, our treat
- Free Parking: Park hassle-free, your convenience ensured.
- Medical Plan: With us, your life's uncertainties are met with healthcare coverage.
- Performance Bonus: Celebrate and Reward your dedicated effort and success.
- Monthly Party: Connect, relax, and celebrate
- Tons of Opportunity to Grow: Nurturing your potential. Thrive within and beyond..
- Extra Holidays for Special Occasions: We're here to support you through significant times in every chapter.
- Empowerment through Tools: Innovation, your way. Embrace tools for enhanced efficiency.

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