Manager, Customer Services (Logistics)-TPK Sortation

Lazada (Thailand) (Samut Prakan, Samut Prakan, Thailand)

Samut Prakan, Thailand

Founded in 2012, Lazada Group is the leading eCommerce platform in Southeast Asia. We are accelerating progress in Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam through commerce and technology. With the largest logistics and payments networks in the region, Lazada is a part of our consumers’ daily lives in the region and we aim to serve 300 million shoppers by 2030. Since 2016, Lazada is the Southeast Asia flagship platform of the Alibaba Group powered by its cutting-edge technology infrastructure.

About this position

To design and manage complex end-to-end transformation initiatives with process and technology backbone. Therefore, this role needs to be able in establishing an effective CS process end-to-end and overseeing team both in-house and BPO’s performance to ensure high class of service/customer satisfaction when using LEX Services.

Responsibilities

• Seller& Customer Experience Management
• Serve as the primary point of contact for escalated seller and customer concerns.
• Develop and implement customer service strategies to enhance customer satisfaction and seller retention.
• Ensure timely and effective resolution of customer inquiries and issues.
• Monitor and analyze customer satisfaction data to identify areas for improvement.
• Responsible for claim related operations (investigate/dispute/communication/or internal claim process)
• Operational Excellence
• Set up an effective process for Customer Service Function and ability to identify the improvement flow-process effectively.
• Familiar and knowledgeable in CS system which can work collaboration with Tech function for system enhancement if needed.
• Collaborate with operations and logistics teams to address service delays or disruptions.
• Maintain accurate records of customer interactions and feedback.
• Identify inefficiencies in customer service workflows and recommend improvements.
• Monitor industry trends and customer expectations to maintain competitive service standards.
• Use data to identify patterns and develop proactive measures to prevent recurring issues.
• Team Leadership and Management
• Manage team performance both in-house and BPO.
• Recruit, train, and supervise a team of customer service representatives.
• Set performance goals and monitor team performance against key metrics.
• Provide coaching, support, and professional development opportunities.
• Work with the KAMs/ Commercial team to establish and strengthen customer relationships.

Requirements

• Bachelor's degree in Business Administration, Logistics, Express or a related field.
• 5+ years of experience in customer service management, preferably in the logistics industry.
• Proven experience in leading and developing high-performing teams.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills, both written and verbal.
• Proficiency in customer relationship management (CRM) software and other relevant tools.
• Strong understanding of logistics operations and industry best practices.
• Ability to work independently and as part of a team.
• Strong work ethic and a commitment to customer satisfaction.