Assistant Manager Customer Service

Key Responsibilities:

• Customer Service Support:
• Assist in managing a team of customer service representatives handling client inquiries, order updates, and issue resolution.
• Ensure timely and accurate communication with customers regarding order status, delays, or issues.
• Order Management:
• Oversee the end-to-end process of order fulfillment, including coordination with warehouse teams to ensure orders are picked, packed, and shipped accurately.
• Monitor order processing timelines to ensure on-time delivery.
• Issue Resolution:
• Handle escalated customer complaints and concerns professionally and promptly.
• Coordinate with warehouse teams to resolve issues related to inventory, shipping, or returns.
• Team Leadership:
• Train, guide, and motivate customer service staff to deliver exceptional service.
• Monitor team performance and ensure adherence to company policies and customer service standards.
• Process Improvement:
• Identify and implement improvements in customer service processes to enhance efficiency and customer satisfaction.
• Collaborate with the warehouse operations team to streamline workflows.
• Reporting & Analysis:
• Generate reports on customer service metrics, such as response times, customer satisfaction, and issue resolution rates.
• Analyze data to identify trends and areas for improvement.
• Collaboration:
• Work closely with warehouse managers, inventory control, and logistics teams to ensure seamless operations.
• Support the Customer Service Manager in strategic initiatives and day-to-day activities.

Requirements:

• Education:
• Diploma or Bachelor’s degree in Business, Supply Chain Management, Logistics, or a related field.
• Experience:
• 3+ years in customer service, preferably in a warehouse or logistics environment.
• Previous experience in a supervisory or leadership role is an advantage.
• Skills:
• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in warehouse management systems (WMS) and Microsoft Office Suite (Excel, Word, Outlook).
• Problem-solving and conflict-resolution abilities.
• Other:
• Familiarity with logistics, inventory control, and order fulfillment processes.
• Ability to work in a fast-paced environment and handle pressure effectively.

Job Types: Full-time, Permanent

Benefits:

• Maternity leave
• Opportunities for promotion

Schedule:

• Monday to Friday

Supplemental Pay:

• 13th month salary
• Performance bonus

Application Question(s):

• May I know your expected salary?

Education:

• Bachelor's (Preferred)

Experience:

• Customer Care Specialist: 3 years (Preferred)