Customer Support

• Manage and ensure the smooth running of import, export, domestic operations and customer service for World Courier
• Identify and implement processes and training to improve service outcomes
• Maintain and develop performance standards and customer outcomes
• Review operational and customer service efficiency
• Ensure accurate, consistent, timely and concise internal and external communications
• Develop industry relationships to establish optimal shipment transits
• Take proactive action to prevent service delivery problems
• Monitor and measure service quality across systems, staff and carriers
• Create and implement strategies and plans to develop staff capabilities
• Review and adapt organisational structure to support development
• Monitor and develop the network to ensure service delivery
• Supervise operations staff directly or indirectly
• Develop annual training and cross-training/multitasking programs
• Keep staff informed about operations policies, procedures, guidelines, regulatory compliance, and relevant IT developments
• Work with Information Technology to ensure office systems and support services are operational
• Represent Operations interests to Information Technology and provide feedback
• Induct, supervise, evaluate and develop staff
• Monitor staff KPIs and conduct performance appraisals at least every six months
• Manage poor performance through training, supervision, feedback and coaching
• Obtain General Manager approval before dismissal or managing out staff
• Monitor secure, speedy and innovative airline routings
• Lead or oversee contract and rate negotiations with agents and carriers
• Optimize arrangements with airlines, ground handlers and routings for efficiency and cost-effectiveness
• Comply with government, regulatory and industry requirements
• Prepare an annual Operations Plan for the General Manager
• Prepare monthly operations reports and a six-monthly overview for the General Manager
• Complete internal reporting for Head Office by required deadlines
• Report directly to the General Manager

Customer Support jobs in South Korea

National Customer Service Manager