1. Manage and lead a team of customer service representatives, ensuring high-quality service and customer satisfaction.
2. Coach and mentor team members to enhance their performance, providing regular feedback and training.
3. Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer feedback to identify areas for improvement.
4. Act as a liaison between the customer service team and other departments to resolve complex customer issues.
5. Handle escalated customer complaints, demonstrating empathy and professionalism to maintain positive relationships.
6. Stay updated on product knowledge and industry trends to provide accurate information to customers and the team.
7. Analyze customer data to identify patterns, trends, and opportunities for service enhancement.

1 Bachelor's degree in Business Administration, Communications, or a related field.
2. Minimum of 3 years of experience in customer service, with at least 2 years in a team lead or management role.
3. Proven track record in leading a customer service team to achieve high performance and customer satisfaction.
4. Excellent communication and interpersonal skills, with the ability to communicate effectively in English.
5. Strong problem-solving and decision-making abilities to address customer issues promptly.
6. Experience in using customer relationship management (CRM) software and ticketing systems.
7. Demonstrated ability to motivate and develop team members, fostering a positive work environment.
8. Understanding of e-commerce and logistics trade.