Customer Service Specialist

GOFO is a technology-driven global last-mile network operator that provides high-efficiency delivery solutions for e-commerce platforms. They are seeking a Customer Service Specialist to lead a team of customer service representatives, ensuring prompt and professional handling of customer inquiries related to last-mile deliveries.

Responsibilities:

• Lead and manage a team of customer service representatives responsible for processing returns and handling customer inquiries related to last-mile deliveries
• Oversee the day-to-day operations of phone-based customer support, ensuring that all customer inquiries are handled promptly and professionally
• Ensure that team members are well-versed in handling a variety of customer issues over the phone, including returns, order status inquiries, and general customer concerns
• Monitor team performance metrics, such as call handling time, first call resolution rate, and customer satisfaction scores
• Provide training and ongoing support to team members, ensuring they are equipped to handle phone calls and returns efficiently
• Set clear goals and expectations for the team, and regularly monitor performance their to enhance productivity and service quality
• Develop and implement strategies to streamline phone support processes, reducing wait times and improving customer satisfaction
• Maintain accurate records and generate reports on return processing activities, providing insights to improve processes and customer satisfaction
• Regularly review customer feedback and complaints, and take proactive steps to address recurring issues
• Work closely with other departments, such as operation, sales, and IT, to ensure a cohesive approach to customer service and returns management
• Participate in cross-functional meetings and projects to drive continuous improvement in customer service processes

Requirements:

• Must be fluent in both Chinese and English
• Proven experience as a Customer Service Team Lead or similar role, preferably in logistics, e-commerce, or a customer-facing environment with a focus on phone support
• Strong leadership abilities, with the capability to motivate, mentor, and develop a team of customer service representatives
• Experience in setting clear goals, providing regular feedback, and driving team performance
• Excellent communication skills, with a proven track record of handling customer interactions over the phone
• Proficiency in using customer relationship management systems and other relevant tools for managing returns and phone support
• Familiarity with call center technologies and software, such as call tracking systems and quality monitoring tools
• Ability to work in a fast-paced environment, managing multiple tasks and meeting deadlines tight