Job Description

Overview

We are seeking an experienced and dynamic Customer Service Manager to lead our customer support team. The ideal candidate will possess strong management and leadership skills in logistics and transport , with the ability to oversee daily operations, enhance customer satisfaction, and foster a positive team environment. Fluency in English excellent communication and analysis skills, are essential for success in this role. This position offers an exciting opportunity to contribute to organisational growth whilst ensuring exceptional service standards are maintained.

Duties

Lead, supervise, and motivate the customer service team to deliver outstanding support across all channels. Develop and implement customer service policies, procedures, and standards to optimise efficiency and quality. Analyse customer feedback and service metrics to identify areas for improvement and develop action plans accordingly. Manage escalated customer complaints with professionalism, ensuring swift resolution whilst maintaining positive relationships. Coordinate training programmes for staff to enhance product knowledge and communication skills. Collaborate with other departments to ensure seamless service delivery and address any operational issues promptly. Monitor team performance through regular evaluations, providing coaching and development opportunities. Foster a culture of continuous improvement centred on customer satisfaction and employee engagement.

Experience

Proven management or supervisory experience within a customer service environment. Strong leadership qualities with the ability to inspire and guide a diverse team. Excellent communication skills in both English and Spanish, with the capacity to manage multilingual teams effectively. Demonstrable analysis skills with experience interpreting data to inform decision-making processes. Prior experience in developing policies or procedures aimed at enhancing customer experience is desirable. Familiarity with CRM systems or relevant customer support software is advantageous. This role is ideal for a proactive individual passionate about delivering exceptional customer service while leading a motivated team towards organisational success.
Job Type: Full-time

Pay: 24,420.00-48,873.76 per year

Work Location: In person