Customer Service Development Manager

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world's most international company?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!

YOUR TASKS

• Lead the development and implementation of training and capability-building initiatives to enhance customer service performance and service quality
• Work closely with Customer Service managers to coach teams, strengthen competencies, and support continuous skill development
• Monitor service quality through audits, call evaluations, and performance metrics, identifying gaps and driving improvement actions
• Collaborate with regional and internal stakeholders to implement service excellence initiatives and standardize best practices
• Analyze service trends, customer feedback, and operational data to identify improvement opportunities and enhance overall customer experience
• Design, manage, and maintain structured training programs, ensuring alignment with business needs and effective tracking of training outcomes
• Support budgeting and planning for training activities, ensuring optimal utilization of resources and alignment with organizational objectives
• Maintain accurate training records, documentation, and process guidelines to ensure consistency and compliance with established standards

YOUR PROFILE

• Bachelor’s/Master’s Degree or Equivalent Qualification
• 3-5 years relevant experience of working in customer service within transportation, logistics or import /export industry
• Experience in development of training materials and delivery of training
• Experience in contact centre operations and environment, with emphasis on revenue generation activities

OUR OFFER

• Strong career support in an international environment.
• Great culture and colleagues.
• Multifarious benefit program.