Logistics Customer Service Lead

Responsibilities: - Oversee daily operations of the customer service teams to ensure timely and appropriate responses to customer enquiries and feedback. - Lead the resolution of high-impact escalations and service disruptions, ensuring clear communication and effective recovery plans. - Lead, coach and develop high-performing teams of managers and frontline agents to drive engagement and continuous performance improvement. - Develop and implement customer service frameworks, standards and procedures that support long-term business goals and enhance customer satisfaction. - Explore, evaluate and adopt customer support tools and platforms to automate processes and improve service capabilities. - Set and monitor KPIs such as response time, resolution rate, CSAT and first-contact resolution, and identify areas for improvement. - Produce comprehensive reports and actionable insights on customer trends, pain points and service metrics to support strategic decision-making. - Ensure full compliance with government regulations and internal SOPs. Qualifications and Requirements: - A minimum of a bachelor’s degree in business administration, communications, operations management or a related discipline. - A minimum of 5 years of experience in customer service operations, with a minimum of 2 years in a leadership role. - Experience in managing customer service teams at scale and in hybrid environments. - Proficient in customer support tools and platforms. - Strong analytical and problem-solving skills. - Experience in service industries such as retail or e-commerce is a plus.