CS Leader

About the job

As a Customer Service Leader at Saigon Premier Container Terminal (SPCT), which belongs to DP World, your role involves supporting sales operations by delivering outstanding customer service. Responsibilities include managing a customer service team, guiding customers through instructions and registration processes, handling orders, coordinating with the operations team, and resolving inquiries and complaints. You will engage with customers across multiple channels such as phone, email, and chat, ensuring their needs are met promptly and effectively. Your position serves as the main point of contact with customers, playing a key role in strengthening relationships and enhancing the overall customer experience.

Key Accountabilities:

• Involve customer relationship management by building strong relationships through proactive communication and personalized service. It includes anticipating customer needs, resolving issues efficiently, and gathering feedback to enhance service quality and operational performance.

• Handle customer inquiries and complaints across multiple channels with professionalism and speed. Investigate issues, identify root causes, and ensure timely resolution in line with company policies. Organize meetings and support services before and after customer interactions.

• Manage reporting, data entry, and record keeping related to customer interactions and monthly VPA statistics. Ensure documentation is accurate and compliant with data privacy and security regulations.

• Communicate clearly and professionally with customers, colleagues, and stakeholders. Coordinate with internal and external teams to ensure smooth service delivery, while fostering strong working relationships across departments.

• Monitor service quality, update document per periodic requirement and arrange onsite visting for customers or partners.

Qualifications, Skills and Experience:

• College or University in related field with minimum 8 years of working experience in customer service or sales support. Preferably in the logistics industry.

• Proven ability to lead and supervise a small team effectively

• Skill in engaging customers through phone conversations, building lasting rapport, and clearly communicating logistics service offerings to meet their needs.

• Experience in using CRM platforms and sales tools to manage customer leads, monitor interactions, and generate performance reports.

• Resilience, persistence, and a positive mindset to handle rejection, overcome objections, and maintain motivation in a sales environment.