Executive Sous Chef
ЗП не указана
Алма-Ата
(Алматы, Абая, Алмалы, Байконур, Жибек Жолы, улица Дениса Фонвизина, 35)
Опыт работы:от 1 до 3 лет, полный день, полная занятость
The Customer Service Leasing specialist is responsible for managing and developing the Customer Service team, ensuring high-quality customer support, timely issue resolution, and achievement of service KPIs. The role serves as the primary point of escalation for customer-related issues and works closely with Operations, Logistics, Sales, and other departments to enhance customer satisfaction and service efficiency.
Team Management
Lead, supervise, and support Customer Service Representatives.
Monitor team performance and ensure achievement of departmental KPIs.
Conduct regular one-on-one meetings and performance reviews.
Coach and mentor team members to improve service quality and productivity.
Assist in recruitment, onboarding, and training of new employees.
Manage work schedules, attendance, and workload distribution.
Customer Service Operations
Ensure timely and professional handling of customer inquiries, complaints, and requests.
Act as the escalation point for complex customer issues.
Monitor service quality across all communication channels (phone, email, chat, social media).
Ensure compliance with company policies and customer service standards.
Maintain high customer satisfaction levels.
Performance Monitoring & Reporting
Track and analyze customer service KPIs, including:
Response Time
Resolution Time
Customer Satisfaction (CSAT)
First Contact Resolution (FCR)
Complaint Rate
Prepare regular reports for management.
Identify trends, risks, and opportunities for service improvement.
Process Improvement
Identify operational inefficiencies and recommend improvements.
Collaborate with Operations and Logistics teams to resolve recurring customer issues.
Participate in customer service projects and system enhancements.
Develop and update customer service procedures and knowledge base materials.
Cross-Functional Collaboration
Work closely with Operations, Warehouse, Delivery, Finance, and Sales departments.
Ensure smooth communication between customer-facing and operational teams.
Support implementation of company initiatives and process changes.
Requirements
Bachelor's degree preferred.
Minimum 2–3 years of experience in Customer Service.
At least 1 year of experience in a supervisory or team leadership role.
Experience in logistics, transportation, courier, e-commerce, or related industries is preferred.
Strong leadership and people management skills.
Excellent communication and conflict-resolution abilities.
Analytical mindset and problem-solving skills.
Proficiency in Microsoft Office (Excel, Word, PowerPoint).
Experience with CRM systems and customer service platforms.
Key Competencies
Leadership
Customer Focus
Communication Skills
Team Development
Problem Solving
Decision Making
Time Management
Stress Management
Process Improvement
Results Orientation
Объявление ID,
2 просмотра (+1 за сегодня),
Дата размещения 19.07.2026г.,
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