- Serve as the primary point of contact for escalated customer inquiries, ensuring prompt and effective resolution.
- Lead and mentor junior customer service agents, providing guidance and support to enhance team performance.
- Handle complex customer issues with professionalism and empathy, maintaining high satisfaction levels.
- Monitor and analyze customer feedback to identify trends and recommend process improvements.
- Collaborate with cross-functional teams to resolve service delivery challenges and optimize customer experience.
- Maintain accurate records of customer interactions and transactions in the CRM system.
- Develop and deliver training sessions for new team members on best practices and company policies.
- Assist in the creation and refinement of customer service protocols and standard operating procedures.
- Participate in regular team meetings to share insights, updates, and best practices.
- Ensure compliance with company policies, industry regulations, and quality standards.
3-5 years of proven experience in a customer service role, preferably within the courier, logistics, or transportation industry.Demonstrated ability to handle escalated and complex customer issues effectively.Strong leadership skills with experience mentoring or supervising junior staff.Excellent verbal and written communication abilities.Proficiency in using customer relationship management (CRM) software and office applications.Exceptional problem-solving and conflict resolution skills.Ability to work effectively in a fast-paced, office-based environment.Strong organizational skills and attention to detail.Commitment to delivering outstanding customer experiences.Flexibility to work full-time, under limited supervision, and adapt to changing priorities.