Customer Service Manager (Logistics)

Position : Customer Service Manager (Logistics)

Location : Dubai, UAE

Experience : Minimum 5 years

UAE Experience is mandatory

Industry : Freight Forwarding

Gender : Male

Nationality : Indian

Salary : AED 9000

: Job Responsibility :

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Supporting the customer service team in resolving escalated issues or complaints and ensuring prompt turnaround for all service requests with consistent quality.

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Monitoring service quality by conducting sample checks on calls and emails

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Identifying and driving process improvements to ensure excellence in customer experience, timely delivery of services, optimum productivity, and effective management of resource

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Collaborating effectively with supply chain, sales and other teams to ensure prompt and accurate order processing and delivery

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Improve customer service experience, create engaged customers and facilitate organic growth

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Take ownership of customers issues and follow problems through to resolution

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Set a clear mission and deploy strategies focused towards that mission

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Develop service procedures, policies and standards

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Keep accurate records and document customer service actions and discussions

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Analyse statistics and compile accurate reports

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Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

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Keep ahead of industry’s developments and apply best practices to areas of improvement

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Control resources and utilise assets to achieve qualitative and quantitative targets

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Adhere to and manage the approved budget

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Maintain an orderly workflow according to priorities