Customer Service Manager

1. Position summary: The Customer Service Manager is responsible for managing and developing the Customer Service team to meet budget, setting up to achieve KPI requirements, parallel with maintaining and developing a strong business partnership at all levels with existing customers. This position will work closely with products and overseas departments, and related managers to develop sales and servicing strategies that enable the team to achieve the budget as well as analyze VIP customers' P/L, proportion and maintain customers' retention and satisfaction. 2. Duties and responsibilities: • Set and evaluate the monthly and yearly budget and KPI for the teams under your management. • Identify areas and improvements and generate solutions for new challenges. • Oversee cost-effectiveness, productivity, and the provision of customer support procedures. • Review and analyze customer insights, then provide development plans that focus on a continuous improvement and innovation. • Ensure team members are up to date on all current industry related news and regulations. • Liaison with internal departments to develop SOP, KPI, action plan and other procedures. • Promote company products such as BSA, charter, TPEB, and so on to existing customers and set up strategies to develop potential accounts, to fill up the space company procured. • Interpret and analyze sales information to maximize sales, profit and feedback recommendations to management and sales team. • Work with senior team members to identify and manage company risks that might prevent growth. • Implement a training for team members to sell all KWE's products such as Ocean, Air, CBT, Warehouse, VAS Services, both inbound and outbound. • Participate in MBR and QBR internal company, or with customers if needed. • Make regular reports to management.