Assistant CS Manager

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. In this role, you will manage order accuracy, evaluate agent performance, resolve escalated issues, and drive continuous improvement initiatives. You will also be responsible for optimizing local call center costs, monitoring team overtime, and conducting disciplinary actions when necessary. The ideal candidate has a background in logistics or related industries, with strong leadership skills and a proven ability to mentor and develop a high-performing CS team.

What You Will Deliver

1. Ensure that all areas of CS duties are managed daily ensuring clients needs are met in all operations.
2. Ensure smooth and open communication with clients and respective stakeholders.
3. Ensure all requirements are met by clients' requests in order management and data accuracy.
4. Attend CS-related meetings for regular updates on CS operations.
5. Take ownership of all customers issues and provide resolution.
6. Evaluate agent performance and operation flow, proposing a continuous improvement plan.
7. Keep accurate records and CS-related documents, including but not limited to driver partners.
8. Prioritize resolution for escalated cases.
9. Provide cost optimisation of local call center.
10. Monitor and optimise CS teams' OT hours.
11. Conduct disciplinary actions for non-compliance among the CS team.
12. Recruit, mentor and develop CS representatives by nurturing an environment to excel.
13. Control resources and utilise company assets to achieve qualitative and quantitative targets.
14. Maintain orderly workflow according to priorities.
15. Responsible for outbound and inbound order management.
16. Any other ad-hoc duties as required.

Who You Are

1. Experience in the logistic industry, warehouse, trucking company, or freight forwarding industry will be a plus.
2. Fundamental Microsoft Office knowledge and experience, especially in Excel.
3. Enthusiastic about logistics, technology, and e-commerce.
4. At least 3 years of Customer Service experience in a leadership role.
5. Able to work under pressure and peak deliverables.
6. Able to work on shifts, some weekends and Public Holidays.
7. Fluent in Chinese (Cantonese and Mandarin).