Customer Service National Manager

Customer Service National Manager is responsible for overseeing and managing customer service operations within a specific country or region. By fulfilling below responsibilities, a Customer Service National Manager can significantly contribute to the overall success of the company by fostering positive customer relationships and enhancing customer service delivery.

Responsibilities:

• Leading and mentoring the customer service team to ensure high performance and job satisfaction.

• Developing and implementing strategies for effective team management and resource allocation.

• Identifying trends in customer service and adapting practices accordingly.

• Ensuring the daily operations of the customer service department run smoothly and efficiently.

• Enhancing the customer experience by implementing best practices and ensuring a customer-centric approach across all touchpoints.

• Managing customer feedback and addressing concerns to foster long-term loyalty.

• Coordinating with other departments (such as Sales, Marketing, and Pricing Procurement) to ensure seamless customer service support and communication.

• Acting as the main point of contact between the company and customers.

• Understanding and accommodating local cultural differences to ensure service delivery is appropriate and effective in the local context.

• Monitoring local market trends and adjusting strategies as necessary.

• Ensuring that the customer service department adheres to company policies, procedures, and regulatory requirements.

• Implementing quality control measures to maintain service standards.

Requirements: 

• Bachelors Degree/ Masters Degree (optional): An MBA or equivalent advanced degree can be beneficial, A degree in Business Administration, Logistics, Management, Marketing, or a related field

• Have the ability to proactively tackle and creatively solve problems using experience and social skills.

• Proven experience in managing teams, preferably in customer service or operations management.

• Strong verbal and written communication skills to interact effectively with customers, executives, and team members.

• Ability to analyze data and customer feedback to drive improvements in service delivery.

• A deep understanding of customer needs and a commitment to enhancing customer satisfaction.

• Skills to manage multiple projects or initiatives simultaneously, ensuring timely completion.

• Understanding and sensitivity to cultural differences that may affect customer service delivery.

• Familiarity with customer relationship management (CRM) software and customer service tools.

• Strong decision-making skills, particularly in high-pressure situations.

• Proficiency in the local language(s) and potentially in other languages relevant to the customer base can be beneficial.

• Willingness to travel within the country or region as necessary for business operations.

• Familiarity with local laws, regulations, and compliance requirements related to customer service

Information :

• Company : Triple Eagle Container Line Ltd
• Position : Customer Service National Manager
• Location : Kwun Tong, Kowloon Peninsula
• Country : HK