Customer Service Team Lead (Operation)

The operation customer service team lead (Export) for Customer service team will work closely with management level to cultivate and elevate the service standard related to agents, as well as provide training and mentorship to junior or new team members. The successful candidate will bring strong knowledge and experiences in customer service in related industries to raise the bar of our team in reaching world-class service level. This position will still involve day-to-day operations, solving issues, and connecting with foreign agents and internal teams.

What we do
FASTSHIP is a Thailand's top-notch cross border logistics platform aggregating over 15 top door to door delivery service providers including UPS, FedEx, Aramex, SF Express, USPS, PostNL and ThailandPost. Our strategy is to expand the business range to compete with a rapidly growing ecommerce business in SEA through innovative, technology-driven and a broad range of total solutions in logistics and supply chain.

• Over 200 destinations in the services
• 25 unique logistics services offering
• 20 service points throughout Thailand

What you will handle:

• Lead and develop the operation customer service team to deliver exceptional service experiences across all customer segments.
• Implement strategies to manage and enhance support for our customer portfolios, focusing in-processed shipments.
• Coordinate and Review documents for customs of export shipment / export activities, customs compliance, and logistics coordination solve the problems during the process. Ensure the transportation finishes smoothly.
• Handle and oversee complicated customer cases, ensuring prompt and effective resolution while maintaining a high level of professionalism.
• Develop strategies or trainings to improve SLA of customer support teams to achieve world-class standard of customer service
• Collaborate closely with cross-functional teams to ensure customer needs are met effectively and efficiently.
• Oversee the resolution of complex customer issues, ensuring a high level of customer satisfaction.
• Drive initiatives to optimize support processes and implement best practices in customer service.
• Prepare and present regular reports on team performance, customer feedback, and service improvement strategies.
• Monitor and analyze key performance indicators (KPIs) related to customer service, such as response time, satisfaction ratings, and resolution rates.

What you have:

• Bachelor's degree in related field
• Min. 4 years of working experience in Customer Services Speacialist, Operation case management or Customer Team Lead in related industries
• Strong knowledge of international logistics or Air freight will be a big advantage
• Excellent communication and coordination skills
• Excellent problem solving skills
• Willingness to learn product and service knowledge
• Customer Centric personality with an excellent service mind
• Computer MS office applications
• Must good command in English, both written and spoken
• Able to work under pressure