Customer Service Manager - Cross-Border eCommerce

Job description

About the Company:
Our client is a fast-growing cross-border eCommerce solutions provider, offering end-to-end logistics, warehousing, and fulfillment services to global brands and online retailers. With a strong presence across Asia and international markets, they are committed to delivering seamless customer experiences and operational excellence.

Position Overview:
They are looking for a proactive and experienced Customer Service Manager to lead the customer support team and elevate service standards. This role is critical in ensuring customer satisfaction, resolving escalations, and optimizing service processes in a fast-paced, tech-driven environment.

Key Responsibilities:

• Lead and manage the customer service team to deliver timely and effective support across multiple channels (email, chat, phone).
• Develop and implement customer service policies, procedures, and KPIs.
• Handle complex customer inquiries and escalations with professionalism and efficiency.
• Collaborate with logistics, operations, and tech teams to resolve service issues and improve customer journeys.
• Monitor service metrics and generate reports for senior management.
• Train and coach team members to maintain high service standards.
• Drive continuous improvement initiatives to enhance customer satisfaction and retention.

Requirements:

• Bachelor's degree in Business, Logistics, or related field.
• Minimum 5 - 8 years of customer service experience
• Experience in eCommerce, logistics, or cross-border trade is highly preferred.
• Strong leadership, communication, and problem-solving skills.
• Proficient in CRM systems and customer support tools.
• Fluent in English and Chinese (Cantonese/Mandarin); other languages are a plus.