Customer Service Leading specialist

The Customer Service Leasing specialist is responsible for managing and developing the Customer Service team, ensuring high-quality customer support, timely issue resolution, and achievement of service KPIs. The role serves as the primary point of escalation for customer-related issues and works closely with Operations, Logistics, Sales, and other departments to enhance customer satisfaction and service efficiency.

Team Management

• Lead, supervise, and support Customer Service Representatives.
• Monitor team performance and ensure achievement of departmental KPIs.
• Conduct regular one-on-one meetings and performance reviews.
• Coach and mentor team members to improve service quality and productivity.
• Assist in recruitment, onboarding, and training of new employees.
• Manage work schedules, attendance, and workload distribution.

Customer Service Operations

• Ensure timely and professional handling of customer inquiries, complaints, and requests.
• Act as the escalation point for complex customer issues.
• Monitor service quality across all communication channels (phone, email, chat, social media).
• Ensure compliance with company policies and customer service standards.
• Maintain high customer satisfaction levels.

Performance Monitoring & Reporting

• Track and analyze customer service KPIs, including:
  • Response Time
  • Resolution Time
  • Customer Satisfaction (CSAT)
  • First Contact Resolution (FCR)
  • Complaint Rate
• Prepare regular reports for management.
• Identify trends, risks, and opportunities for service improvement.

Process Improvement

• Identify operational inefficiencies and recommend improvements.
• Collaborate with Operations and Logistics teams to resolve recurring customer issues.
• Participate in customer service projects and system enhancements.
• Develop and update customer service procedures and knowledge base materials.

Cross-Functional Collaboration

• Work closely with Operations, Warehouse, Delivery, Finance, and Sales departments.
• Ensure smooth communication between customer-facing and operational teams.
• Support implementation of company initiatives and process changes.

Requirements

• Bachelor's degree preferred.
• Minimum 2–3 years of experience in Customer Service.
• At least 1 year of experience in a supervisory or team leadership role.
• Experience in logistics, transportation, courier, e-commerce, or related industries is preferred.
• Strong leadership and people management skills.
• Excellent communication and conflict-resolution abilities.
• Analytical mindset and problem-solving skills.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Experience with CRM systems and customer service platforms.

Key Competencies

• Leadership
• Customer Focus
• Communication Skills
• Team Development
• Problem Solving
• Decision Making
• Time Management
• Stress Management
• Process Improvement
• Results Orientation