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Assist the Site Manager in leading and managing a team of customer service staff to ensure high quality service focusing on customers’ expectation in line with company policy and operation standards.
協(xié)助站點經理領導和管理客服團隊，確保提供以客戶期望為中心的高質量服務，遵循公司政策和操作標準。
Specific Accountabilities
1. Motivate team spirit and maintain high morale of staff to increase productivity, and to maintain good communications with all levels
2. Monitor and ensure the shipment/ order information are proper entered, received, manipulated, updated and recorded to the computer system in accurate and timely manner
3. Monitor and reinforce the service quality and discipline of the team
4. Maintain good channels and effective communication between Operations team, Customer Service Team, sub-contractors and other departments for both sides benefit
5. Establish and carry out proper working procedure and make a proper corrective and preventive action through the analysis and investigation of problems, feedback and complaints
6. Set-up guidelines, standard operations procedure (SOP) and key performance indicator (KPI) to monitor and measure the performance and service level of customer service team
7. Ensure adequate manpower is assigned and job load is distributed evenly to meet the targets per month
8. Support customer enquiries on shipments
9. Manage the allocation of appropriate resources and commitment of staff to achievement the objectives and targets
10. Ensure optimal resources are planned and utilized in terms of facilities and equipments, system application, people and related information data
11. Deploy and complete special assignments at the instructions of the direct superior to achieve company’s goal and aims
具體職責：
1. 激勵團隊精神，保持員工高昂士氣，以提高生產力，并保持與各級的良好溝通
2. 監(jiān)控并確保貨件/訂單信息準確及時地正確錄入、接收、處理、更新和記錄到計算機系統(tǒng)中
3. 監(jiān)控并加強團隊的服務質量和紀律
4. 在運營團隊、客服團隊、分包商及其他部門之間保持良好的渠道和有效溝通，以實現(xiàn)雙方利益
5. 通過分析和調查問題、反饋和投訴，建立并執(zhí)行適當?shù)墓ぷ鞒绦?，采取正確的糾正和預防措施
6. 制定指南、標準操作程序（SOP）和關鍵績效指標（KPI），以監(jiān)控和衡量客服團隊的績效和服務水平
7. 確保分配充足的人力，并平均分配工作量，以實現(xiàn)月度目標
8. 支持客戶對貨件的查詢
9. 管理適當資源的分配和員工的投入，以實現(xiàn)目標和指標
10. 確保在設施設備、系統(tǒng)應用、人員及相關信息數(shù)據(jù)方面規(guī)劃并優(yōu)化資源利用
11. 根據(jù)直接上級的指示部署并完成特殊任務，以實現(xiàn)公司目標和宗旨
Skills Required
1. Proficiency in MS Office, including WORD and EXCEL
2. Good command of both written English and Mandarin
3. Strong interpersonal and communication skills
4. Independent, strong personal motivation and disciplined
5. Possess core competences including leadership, teamwork, customer focus and continuous improvement
所需技能：
1. 熟練使用MS Office，包括Word和Excel
2. 良好的英語和普通話書面表達能力
3. 較強的人際交往和溝通能力
4. 獨立性強，具有強烈的個人主動性和紀律性
5. 具備核心能力，包括領導力、團隊合作、客戶關注和持續(xù)改進
Experience and Qualifications
1. Bachelor or equivalent, related educational background.
2. Min. 5 years’ experience in third party logistics operations, preferable with 2 years’ experience in leading a customer services team in a sizable company.
經驗與資歷：
1. 本科或同等學歷，相關教育背景
2. 至少5年第三方物流運營經驗，***有2年在大型公司領導客服團隊的經驗
Core Competences
1. Good communication
2. Commitment for quality
3. Independency
4. Judgment / Problem Solving
5. Team Building and Cooperation
6. Target & Result Focus
核心能力：
1. 良好的溝通能力
2. 對質量的承諾
3. 獨立性
4. 判斷力/解決問題能力
5. 團隊建設與合作
6. 目標與結果導向