Cs Manager

12 hours ago

Singapore J&T EXPRESS SINGAPORE PTE. LTD. Full time

J&T Express is a technology-driven eCommerce enabler for brands and sellers to embark and scale their eCommerce businesses. We converge technology and services to power the next generation of eCommerce businesses.

We are passionate, enthusiastic, and open-minded in providing the best solutions and play a key role in the growth and success of our client’s brands.

**Job Highlights**:

- Working day: 5 days’ work week
- Location: Tampines
- **AWS provided
**Responsibilities**
- Plan, lead & supervise day-to-day CS department operations and, ensure that Customers’ feedback/issues received are responded to promptly
- Manage (incl. coaching & counselling) a team of (50) CS Team Leads / Officers
- Lead the CS team to achieve departmental Key Performance Indicators (agreed with Management) and, report / present status in Weekly Operations Meetings
- Develop CS Standard Operating Procedures / Workflows and, ensure that they are adhered to / implemented
- Communicate job expectations to staff, develop/monitor growth potentials and conduct Annual Performance Appraisals
- Lead & support the CS team in issues investigations, analyses & resolution; also, develop/implement continual improvements in the department work processes
- Responsible to hire & training new employees and, ensure staff job competency in maintaining the required Service Quality Level
- Carry out any other ad-hoc tasks assigned by Management
- Ensure a positive client experience by following up and resolving customer service-related issues in an appropriate and timely manner

**Requirements**:

- At least 5 years of relevant experience
- Minimum NITEC / Diploma in any fields
- Excellent command of English, both written and spoken and Strong communication skills required
- A confident and effective team player and able to work independently and under pressure

It's easy to be part of the J&T Express Singapore family.

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