Trưởng Bộ Phận Chăm Sóc Khách Hàng Quốc Tế/ Customer Service Manager

Responsibilities
• Customer Service Management:
- Lead and oversee a team of customer service representatives to ensure exceptional service delivery to clients.
- Develop and implement customer service policies, procedures, and standards to maintain high levels of customer satisfaction.
• Sales Support:
- Provide guidance and support to the sales team in handling customer inquiries, resolving issues, and closing deals.
- Monitor sales performance metrics and implement strategies to meet sales targets and revenue goals.
• Relationship Management:
- Build and maintain strong relationships with key clients, airlines, and other stakeholders in the cargo industry.
- Act as a point of contact for escalated customer issues and work to resolve them effectively and in a timely manner.
• Training and Development:
- Conduct training sessions for customer service staff to enhance their skills in managing customer interactions and resolving problems.
- Identify training needs and opportunities for professional development within the customer service team.
• Operational Support:
- Collaborate with internal departments such as sales, operations, and logistics to ensure smooth coordination of cargo shipments and customer service processes.
- Ensure compliance with industry regulations and company policies related to customer service and cargo operations.
• Reporting and Analysis:
- Generate and analyse reports on customer service performance, sales trends, and customer feedback to identify areas for improvement.
- Implement strategies based on data analysis to enhance customer satisfaction and drive business growth.