Key Responsibilities:

• Lead and manage the counter/casher team including training, and performance management.
• Develop and implement policies and procedures to ensure efficient and effective service delivery.
• Monitor key performance indicators (KPIs) to assess team performance and identify areas for improvement.
• Handle escalated from external/internal inquiries and complaints, providing timely and effective solutions.
• Collaborate with other departments to enhance the overall customer experience and resolve issues.
• Analyze customer feedback and trends to identify opportunities for service enhancement.
• Prepare and present reports on team performance, customer satisfaction, and service improvement initiatives to the Ocean Customer Service Manager.
• Foster a positive team environment that encourages collaboration, development, and high performance.

Critical Competencies:

• At least 03 years' experience in Customer Service role(s), with 01 to 02 years' at management role is a plus.
• Practical experience in shipping/logistics industry is a big plus.
• Professional English communication, native Thais speaker.
• Bachelor’s degree in any related field, Logistics/Supply Chain Management preferred.
• Strong leadership skills and the ability to motivate and develop a team.
• Familiarity with customer service metrics and reporting.
• Excellent communication and interpersonal skills.
• Proven problem-solving abilities and a customer-focused mindset.
• Ability to analyse data and generate actionable insights.