International courier for ecommerce

The Partnership that delivers

Job Description

Title: Customer Service Manager

Branch:    Hounslow

Company Information

Established in 1972, Skynet has grown to be the world’s largest independently owned express courier network with over 1000 offices in 209 countries and territories.  Over the years we have developed the complete range of global distribution services to meet our customers’ distribution needs. 

Key Responsibilities


•    Manage and drive the performance of the Customer Service Agents in your team so they meet departmental targets of service quality and productivity

•    Support and regularly train the Customer Service Agents in your team on all technical aspects of customer service and by reviewing actual recorded customer calls, advising on best practice so that agents consistently achieve the SkyNet standards for customer service

•    Personal ownership of a number of major accounts for which you will be the key customer service contact providing top quality service including face to face meetings for quarterly service performance reviews

•    Through attitude, standards and leadership, drive the development of a culture of excellent customer service with all teams and colleagues.


Key elements of the role

•    Ensure your team have clearly prioritised tasks so that all customer enquiries are dealt with

promptly and professionally

•    Coordinate and improve service related processes

•    Coach the team to ensure that the correct procedures are followed and customer expectations

are met or exceeded

•    Develop sustainable relationships with and act as the contact point for the management of

allocated key customers

•    Provide proactive problem resolution and corrective actions to ensure excellence in service and

handle escalations

•    Review with customers and internally the customer specific KPIs and compliance to service

agreements, analyse performance data and recommend changes and improvements to service

levels

•    Work closely with the Operations and Sales functions to ensure customer retention is maximised

•    Foster relationships with colleagues so that best practice and commercial opportunities are

shared

•    Work closely with our overseas offices to get their compliance to all procedures and resolve

service issues quickly before they impact our customer

•    Continuously develop the skills and capabilities of team and sustain succession planning for all

key roles


Skills

•    Very strong understanding of the English Language (including communication and written skills)

•    Great attention to detail and use of own initiative

•    Knowledge of the courier industry is essential



Requirements

•    We apply for a DBS certificate on your behalf and you will need to sit a short online course (Level CO security trained with valid certificate, formerly Level D)

•    A complete and up to date 5 year employment or academic history for security checks



Please contact hr@skynetworldwide.com for any Skynet/Deltec vacancy information.

Apply Now!