COS Assistant Manager
Bollore Logistics Asia Pacific, China

JOB PURPOSE

• This position is responsible for assisting the COS Manager in developing and managing a group of Customer Operation Service Team that will provide seamless and customer-focused solutions to support the achievement of business objectives

• Build customer loyalty in his / her assigned portfolio
• Key contact point for customer

KEY JOB FUNCTIONS

• Oversees, plans, directs, supervises the entire function and all-related functionalities of the assigned COS Team
• Monitor the daily routine of the team, ensure timely follow up and circulation of the required reports to customer
• Handle ad-hoc requests from customer such as additional services and adhoc quotation
• Review and update SOPs / Flow Charts periodically or when necessary
• Handle customer’s complaint and ensure recovery action is taken promptly and appropriately
• Investigate root-cause of operation incidents and service failures, recommend remedial actions to the COS Manager/Management for improvements
• Spearhead improvement programs to streamline internal processes and workflow
• Plan and monitor team development together with HR Division
• Assist the COS Manager in analyzing operational related data and makes applicable recommendations
• To ensure the customers and network satisfaction by providing information feedback doable solutions
• Champion cross-functional initiative by working collaboratively with internal functions to enable a response to customers
• Be the sponsor for Customer’s MBR/QBR
• Additional functions as mandated by Management

SPECIFIC JOB FUNCTIONS

• To actively manage the team members to achieve customer engagement, satisfaction, and retention through high levels of service quality and customer experience

MAJOR CHALLENGES

• Dynamic environment

Requirements

BASIC SKILL LEVEL REQUIREMENTS

• Minimum 10 years’ experience in senior customer service position in service industry
• Self-Motivated
• Customer Service Oriented
• Product/Program Knowledge
• Systematic and organized
• Good Communication Skill
• Pro-activity, Responsiveness, Team Player

SPECIFIC SKILL LEVEL REQUIREMENTS

• Self-driven, quality mindset, meticulous and results-oriented
• People Management Skill
• Good Analytical skill
• Ability to work under pressure
• Reliable, critical thinking, innovative
• Good inter-personal skill

Job Rewards and Benefits