Customer Service Manager

[General Responsibilities] CS Operations: (1)Oversee the daily operations. (2)Develop and implement customer service policies, procedures, and standards. Monitor and manage customer service metrics and KPIs to ensure targets are met. (3)Handle escalated customer complaints and issues promptly and effectively. (4)Collaborate with other departments to ensure seamless service delivery and resolve cross-departmental issues. Operational Support: (1)Develop and implement efficient processes to handle returns and exchanges. (2)Work closely with the logistics and inventory teams. Process Improvement: (1)Identify and implement process improvements to enhance operational efficiency and customer satisfaction. (2)Develop and update SOPs for the customer service team. (3)Utilize customer feedback and data to drive continuous improvement initiatives. Project Management: (1)Define project scope, objectives, and deliverables in collaboration with stakeholders. (2)Develop project plans, including timelines, resource allocation, and budgets. (3)Monitor project progress and make adjustments as needed to ensure successful completion. (4)Communicate project status, risks, and issues to stakeholders and senior management. [Job Requirements] Bachelor or Masters degree 8+ years of experience as a Customer Service Manager or in a similar role. 3.Excellent verbal and written communication skills both in Mandarin and English. 4.Working knowledge of customer service software, databases, and tools 5.Strong analytical and problem-solving skills. 6.Project management experience and knowledge of project management methodologies.