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Customer Service Manager | Postal services (35-42k x 13)
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Job Description
Your Company
Our client is a well-established international logistics and e-commerce solutions provider with a strong presence across the Asia Pacific region. Known for its commitment to operational excellence and customer satisfaction, the company is seeking a Customer Service Manager to lead its Hong Kong-based team and drive service quality across key global markets.
Your Role
As the Customer Service Manager, you will be responsible for overseeing the daily operations of the customer service department. You will lead a team of 10 and work closely with regional and global teams to ensure a seamless customer experience. Key responsibilities include:
- Supervising day-to-day customer service operations and leading by example in a hands-on environment.
- Handling customer enquiries, complaints, and escalations across multiple communication channels.
- Analysing recurring issues to implement long-term solutions and improve service delivery.
- Collaborating with teams across Asia and the Netherlands to enhance customer satisfaction.
- Monitoring service levels for key destinations including Vietnam, Singapore, Australia, USA, and Canada.
- Delivering training to internal teams and external customers on service and product knowledge.
- Supporting continuous improvement initiatives and cross-functional collaboration.
What You'll Need to Succeed
- A post-secondary degree.
- At least 5 years of customer service experience, preferably in the e-commerce or logistics industry.
- Strong leadership, communication, and problem-solving skills.
- Fluency in English, Cantonese, and Mandarin (Mandarin proficiency is a strong advantage).
- Fast and accurate Chinese typing skills.
- Proficiency in Microsoft Word, Excel, email, and various IT systems.
- A proactive, positive, and team-oriented mindset.
- Ability to motivate and guide a team while being hands-on in resolving customer issues.
- Strong analytical skills to assess and resolve complex supply chain challenges.
What You'll Get in Return
- A leadership role in a dynamic and growing international logistics company.
- Exposure to regional and global operations with cross-border collaboration.
- Opportunities to drive impactful customer service initiatives.
- 13th month pay, birthday leave, phone device benefits, medical insurance
- A supportive and team-oriented work environment.
If you are interested in this opportunity, please send your CV to Please note that only shortlisted candidates will be contacted.
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