Assistant CS Manager
Primary stack
Nice to have's
Job description
About the Position
We are looking for an Assistant Customer Service (CS) Manager to oversee daily operations, ensuring that client needs are met efficiently while maintaining strong communication with all stakeholders. Based in Kuala Lumpur, Malaysia, this full-time role requires experience in logistics or related industries, with strong leadership skills and a proven ability to mentor and develop a high-performing CS team.
Responsibilities
- Ensure that all areas of CS duties are managed daily ensuring clients' needs are met in all operations
- Ensure smooth and open communication with clients and respective stakeholders
- Ensure all requirements are met by clients' requests in order management and data accuracy
- Attend CS-related meetings for regular updates on CS operations
- Take ownership of all customer issues and provide resolution
- Evaluate agent performance and operation flow, propose continuous improvement plans
- Keep accurate records and CS-related documents, including but not limited to driver partners
- Prioritize resolution for escalated cases
- Provide cost optimization of the local call center
- Monitor and optimize CS teams' overtime hours
- Conduct disciplinary actions for non-compliance among the CS team
- Recruit, mentor, and develop CS representatives by nurturing an environment to excel
- Control resources and utilize company assets to achieve qualitative and quantitative targets
- Maintain orderly workflow according to priorities
- Responsible for outbound and inbound order management
- Any other ad-hoc duties as required
Requirements
- Experience in the logistics industry, warehouse, trucking company, or freight forwarding industry will be a plus
- Fundamental Microsoft Office knowledge and experience, especially in Excel
- Enthusiastic about logistics, technology, and e-commerce
- At least 3 years of Customer Service experience and leadership role
- Able to work under pressure and peak deliverables
- Able to work on shifts, some weekends, and public holidays
- Fluent in Chinese (Cantonese and Mandarin)
We Offer
- Competitive salary
- Opportunity to work in a dynamic and growing company
- Professional development and career growth opportunities
About the Company
GoGoX is a leading company in the logistics and e-commerce sector, dedicated to providing innovative solutions and exceptional customer service.
© GoGoVan. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
Established in 2013, GoGoVan is the first app-based platform for transporting goods in Asia. The app GoGoVan was created to connect drivers and customers, and we aim to redefine the everyday logistics experience by providing a convenient and efficient service.Since its successful July 2013 launch in Hong Kong, GoGoVan has expanded to Singapore, South Korea, China, and Taiwan. The GoGoVan network currently comprises of over 20,000 commercial vehicles and 70,000 registered drivers. It continues to grow rapidly, and our presence will soon encompass additional cities on a global scale.