Customer Service Manager

Heredia, Provincia de Heredia, Costa Rica Global Forwarding Freight 43137 22. September, 2020
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Customer Service Manager


  • Guide and direct customer service team towards achieving operational goals.

  • Ensure that customer service team has excellent communication, problem solving and professional phone/email etiquette skills

  • for achieving customer satisfaction.

  • Ensure that customer complaints are resolved in a professional manner.

  • Provide supervision and technical assistance to customer service team to attain departmental and organizational goals.

  • Hire and train customer service staff to deliver high class customer service.

  • Determine work procedures, work schedules, and workflow for customer service staff.

  • Perform annual reviews, appraisals and performance management reviews for the customer service staff.

  • Ensure that the customer calls and emails are handled and answered in a timely and accurate fashion.

  • Develop standard procedures and policies for improving the service provided to customers.

  • Conduct meeting with Managers to discuss about process improvements and issues.

  • Maintain in-depth working knowledge of INTEL, systems and processes.

  • Monitor business and process metrics to measure and manage customer service effectiveness.

  • Maintain communication with CBAs/CBOs via emails, phone calls, etc.

  • Drive KPIs and management process improvements and sustainability trends


  • Strong written and verbal communication

  • Good working knowledge of the logistics industry

  • Fluent in English communications (verbal/written)

  • Creative thinking

  • Strong problem-solving and analytical skills

  • Good time management skills

  • Experience working with electronic data

  • Ability to manage multiple priorities

  • Strong commitment to customer service and satisfaction


  • Bachelor Degree in International Trade Logistics / Administration / Engineer

  • 8 years experience on similar positions

Zahlen und Fakten

  • Geschäftsbereich

    DHL (Costa Rica) S.A.

Jetzt bewerben

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