Monroe Consulting Group Philippines, a premier executive recruitment firm, is representing a leading player in the logistics and freight forwarding industry. As part of its expansion in the Philippines, the company is actively seeking a Customer Service Manager with a strong background in logistics and freight forwarding operations. This role will be based onsite, operating Monday to Friday.
Job Summary:
The Customer Service Manager will be responsible for overseeing and optimizing customer service operations within the Philippines, ensuring exceptional service delivery and client satisfaction.
Key Responsibilities:
- Lead and manage the customer service team, providing guidance, mentorship, and fostering a customer-centric culture.
- Oversee the day-to-day operations of the customer service department, ensuring efficient handling of inquiries, complaints, and service requests.
- Collaborate closely with internal departments such as operations, sales, and logistics to streamline processes and enhance service delivery.
- Develop and implement customer service strategies and initiatives to improve customer satisfaction and retention.
- Monitor key performance indicators (KPIs) related to customer service metrics and implement action plans for continuous improvement.
- Act as a primary point of contact for escalated customer issues and ensure timely resolution.
- Analyze customer feedback and market trends to identify opportunities for service enhancement and operational efficiency.
- Maintain strong relationships with key clients, ensuring their needs are met and addressing any concerns proactively.
- Ensure compliance with company policies, procedures, and regulatory requirements related to customer service operations.
All applications will be handled with strict confidentiality. If you possess the qualifications for this role, please send your application
