Customer Experience and Service Delivery Coordinator

Job Description

As a Team Leader - Customer Service, your role is crucial in overseeing the daily operations of the customer service team to achieve performance targets and enhance customer satisfaction. You will lead and motivate team members, conduct training and coaching sessions, and analyze performance metrics for continuous improvement. Collaborating with other departments is essential to ensure a seamless customer experience while upholding health, safety, and corporate responsibility standards.Key Responsibilities:- Lead and empower the team through effective communication and leadership to enhance customer and employee satisfaction.- Set and monitor clear performance goals and service standards, facilitating team meetings, ensuring timely information sharing, and reporting potential customer losses.- Conduct regular coaching, provide immediate feedback for driving customer satisfaction, analyze performance data, and conduct annual appraisals to promote accountability and service ownership.- Implement training and development plans, identify high-potential staff for leadership roles, and support succession planning.- Foster a customer-centric culture by implementing initiatives that enhance loyalty and retention, coach staff on customer feedback principles, and ensure quality monitoring aligns with service expectations.- Optimize employee schedules to meet service levels, provide real-time feedback on staffing needs, report and resolve equipment issues promptly to maintain operational efficiency.- Ensure compliance with health, safety, and environmental standards, supporting their effective implementation in daily operations.- Drive initiatives that enhance customer experience, model behaviors delivering exceptional service, encourage adherence to best practices through continuous coaching and support.Qualifications Required:- Graduate or Postgraduate in any field- 5 to 7 years of relevant experience in customer service within express logistics or a related industry with a minimum of 2 to 3 years of team handling experienceAdditional Company Details:The Team Leader - Customer Service reports to the Zonal Customer Service Manager and oversees 8 to 12 direct reports of Customer Service associates/executives.If you are a candidate with the required qualifications and experience, you can share your resume at the provided email address.Thank you. As a Team Leader - Customer Service, your role is crucial in overseeing the daily operations of the customer service team to achieve performance targets and enhance customer satisfaction. You will lead and motivate team members, conduct training and coaching sessions, and analyze performance metrics for continuous improvement. Collaborating with other departments is essential to ensure a seamless customer experience while upholding health, safety, and corporate responsibility standards.Key Responsibilities:- Lead and empower the team through effective communication and leadership to enhance customer and employee satisfaction.- Set and monitor clear performance goals and service standards, facilitating team meetings, ensuring timely information sharing, and reporting potential customer losses.- Conduct regular coaching, provide immediate feedback for driving customer satisfaction, analyze performance data, and conduct annual appraisals to promote accountability and service ownership.- Implement training and development plans, identify high-potential staff for leadership roles, and support succession planning.- Foster a customer-centric culture by implementing initiatives that enhance loyalty and retention, coach staff on customer feedback principles, and ensure quality monitoring aligns with service expectations.- Optimize employee schedules to meet service levels, provide real-time feedback on staffing needs, report and resolve equipment issues promptly to maintain operational efficiency.- Ensure compliance with health, safety, and environmental standards, supporting their effective implementation in daily operations.- Drive initiatives that enhance customer experience, model behaviors delivering exceptional service, encourage adherence to best practices through continuous coaching and support.Qualifications Required:- Graduate or Postgraduate in any field- 5 to 7 years of relevant experience in customer service within express logistics or a related industry with a minimum of 2 to 3 years of team handling experienceAdditional Company Details:The Team Leader - Customer Service reports to the Zonal Customer Service Manager and oversees 8 to 12 direct reports of Customer Service associates/executives.If you are a candidate with the required qualifications and experience, you can share your resume at the provided email address.Thank you.

Keyskills :
People ManagementEffective CommunicationEmployee DevelopmentResource ManagementCustomer ExperienceChange ManagementPerformance ManagementCommunication SkillsData AnalysisCustomer Relationship ManagementResource OptimizationLeadershipAdaptabili