Customer Operations Analyst/ Manager
Major Duties & Accountabilities Partnering & Driving Service Quality Across Origins Partner with the Company's offices across the nominated region to drive consistent service quality across all origins, conducting service quality audits and leading the implementation of service-related improvement projects in collaboration with internal and external stakeholders. Work closely with origin offices to ensure Standard Operating Procedures (SOPs) are clearly understood and consistently complied with across the region. Identify training needs across origin offices, design training modules, and coordinate regular training to build capability and ensure customer service excellence. Coordinate with internal and external teams to deliver a best-in-class customer experience, including overseeing the customer service hotline and logistics operations functions. Design and manage workflows to ensure smooth day-to-day business operations, and oversee all customer touchpoints to maintain consistent brand exposure and service quality. Customer Experience & Relationship Management Serve as the dedicated point of contact for customers, building and maintaining strong, trust-based relationships. Define customer policies and procedures tailored to different market environments, continuously refining them based on customer and operational feedback. Conduct regular business reviews with customers and work closely with the operations team to meet agreed-upon KPIs. Manage customer inquiries, claims, and complaints to drive high levels of satisfaction, and define and measure customer satisfaction across every stage of the service journey. Regularly analyze large data sets on service and operational performance, and present findings and insights to customers in a clear, actionable format. Strategic Planning & Performance Develop and execute strategies, informed by market and operational insights, to elevate the Company's service excellence within the industry. Drive operational efficiency through process automation and digital service enablement. Prepare and present management reports on operational readiness, progress, and performance to support informed decision-making. Required Qualifications: Experience & Education Bachelor's degree with 5+ years of relevant experience in the logistics industry, including experience in customer service and operations roles within a sizable, multi-market organization. Full understanding of, and hands-on experience in, origin purchase order (PO) management, warehousing, carrier processes, cross-party coordination, and documentation compliance. Skills & Competencies Must have strong analytical and presentation skills, with the ability to regularly work with and interpret large data sets to analyze trends and report insights to customers. Excellent interpersonal and communication skills, with the ability to engage effectively across all levels of an organization. Strong command of written and spoken English. Proven track record in customer operations and workflow management, with a solid understanding of the functions and KPIs of different departments. Demonstrated experience designing and implementing new workflows and processes that support smooth operational rollouts, with close attention to detail in developing customer policies. Proficient in MS Office and English word processing applications. Personal Attributes Mature, enthusiastic, and solution-oriented, with a positive, confident approach to problem-solving. Strong communicator and observer with a global mindset and respect for diverse cultures. Self-motivated and results-driven, with a passion for making a difference, strong customer service instincts, and solid analytical skills Benefits 5-days work week, public holiday Monday to Friday, 9am to 5:30pm Double pay and discretionary bonus Medical & Dental Insurance Friendly and stable working environment Convenient working location, 2 mins to MTR station Career development and growth opportunities Full-time
Наблюдалась 2026-09-15, впервые 2026-09-04, найдена на 2 площадках, источник — Indeed.