The Customer Service Leader will be responsible for leading and developing the customer service team, managing customer inquiries, and resolving customer issues in a timely manner to provide maintain high customer satisfaction. Coordinating with operations and other teams to improve customer satisfaction.

• Explain proposed solutions to customers, management, or other interested parties to improve customer experience.


• Develop an understanding of customers' needs and take actions to ensure that such needs are met.


• Develop and implement tools to maintain service quality level in customer requirement. 


• Maintain and develop positive business relationships with a customer's key personnel involved in or directly relevant to operations activity.


• Review operations performance with customers against targets, KPI’s and service agreements.


• Work with the Customer Service Manager to develop and implement service initiatives to improve the customer experience.


• Direct and support the compilation and analysis of technical source data necessary for product development.


• Manage daily complaints and ensure timely resolution.


• Ensure responding to customer inquiries on time.


• Increase customer loyalty by providing programs reward.


• Develop and train customer service members and frontline employees to achieve service excellence.


• Ensure having a succession plan in place.


• Set KPI’s and conduct annual performance review for the team.

• Bachelor Degree in business or related fields


• English proficiency


• Computer Proficiency: MS office Applications (Word, Excel, Power Point & Outlook)


• 4-5 years’ experience in a related field


• Knowledge of operational, sales and service in all products Express, Domestic, Freight


• Knowledge of ground operations


• Knowledge of specific customer needs / requirements for customers requiring Supply