General Description

Assist the department manager in leading and managing a team of Export customer service and operation team to ensure high quality service in line with company policy and operation standards.

Specific Accountabilities

Enhance Customer Service understanding and knowledge of products and services in order to encourage customer buy-in and sell these services during customer interactions

Prioritize and delegate work tasks for customer service with focus on customer needs and performance targets.

Cooperate with Hub and physical handling agents to ensure cargo departure smoothly and timely.

Coach and appraise customer service on their daily tasks with emphasis on processes and systems, and achievement of individual and departmental performance targets.

Identify staff advantages /disadvantages and training needs, jointly develop and co-ordinate training sessions with trainers and conduct training sessions as assigned.

Lead, motivate and supervise customer service agents to ensure their performance is aligned to stipulated standards.

Skills Required

Analytical and organizational skills.

Negotiation and interpersonal skills

Project Management skills

Facilitation and training skills.

People Management skills

Coach skill

Software skills.

Experience and Qualifications

3-5 years of experience in a related capacity

3-5 years’ experience in leading（Especially with a strong background and working experience in coaching, training, counseling, team motivations）customer service teams in a similar sized company.

Experience in quality management system such as ISO and COPC-2000 (preferable)

Well-known the whole operation process.

Good command of written and oral English.

Core Competences

Customer Orientation

Planning & Organizing

Decision Making

Influencing

Building and Leading Teams.

Developing People

Working Relationships

External Customers: customer

Internal Customers: sales, key account, hub, customs, network

Key Outcomes

Full compliance to air export standard operation procedure.

Accuracy in system data input

Accuracy in billing and cost control

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