jobapplier

Customer Operations Supervisor

2GO Group

Skills

Required

  • Logistics
  • customer service
  • courier
  • express delivery
  • managing escalations
  • coordinating resolutions

Preferred

  • monitoring customer service performance
  • Customer Escalation
  • Case Resolution
  • proactively address resolution risks
  • severity classifications

Responsibilities

  • You’ll also drive continuous improvement by monitoring customer service performance, analyzing complaint trends, and implementing strategies that enhance customer satisfaction, first-time resolution, and overall service quality.
  • What you’ll do Customer Escalation & Case Resolution Manage escalated customer concerns from initial acceptance through resolution and closure, ensuring timely and effective handling.
  • Establish clear case ownership, priorities, next steps, customer updates, and target resolution timelines for all escalated concerns.
  • Monitor open cases, aging, backlogs, overdue actions, and recurring escalations to proactively address resolution risks.
  • Ensure accurate documentation and tracking of customer concerns using approved case-management and customer-service systems.
  • Establish and maintain escalation protocols, severity classifications, and management escalation thresholds.
  • Customer Service Operations & Coordination Supervise daily customer service operations, ensuring timely responses to customer inquiries, requests, and service requirements.
  • Coordinate customer orders and service requirements with Operations, Sales, Finance, and other relevant support functions.
  • Maintain effective working relationships with new and existing clients to ensure service commitments and customer expectations are met.
  • Promote a customer-centric approach focused on responsiveness, accountability, empathy, and effective first-time resolution.
  • Collaborate with Operations, IT, Billing, OPEX, Product, and other stakeholders to address service issues and facilitate timely resolution.
  • Performance Monitoring & Continuous Improvement Monitor customer service KPIs, complaint trends, case resolution timelines, and customer feedback to assess team performance.
  • Analyze recurring customer concerns and identify root causes, service gaps, and opportunities for process improvement.
  • Develop and implement strategies to improve customer satisfaction, loyalty, and first-time resolution.
  • Prepare and review performance reports to track service levels, escalation patterns, and improvement initiatives.
  • Recommend and implement process enhancements that improve service efficiency, consistency, and overall customer experience.
  • People Leadership & Team Development Guide, coach, and support the customer service team in meeting operational targets and maintaining service quality standards.
  • Monitor individual and team performance, providing feedback and guidance to strengthen customer handling and problem-solving capabilities.
  • Promote accountability, collaboration, and a sense of urgency in addressing customer concerns and meeting service commitments.
  • Reinforce established customer service procedures, escalation guidelines, and performance expectations.

Requirements

  • You’ll thrive in this role if you… Hold a bachelor’s degree in Business Administration, Management, Logistics, Communications, or a related field.
  • Have relevant experience in customer service, customer operations, or a related function, preferably in logistics, courier, express delivery, transportation, or other service-intensive industries.
  • Have experience in team leadership or people management, preferably in a customer-facing or operational environment.
  • Demonstrate strong capabilities in handling customer complaints, managing escalations, and coordinating resolutions across multiple stakeholders.
  • Possess analytical and problem-solving skills, with the ability to interpret customer service data, complaint trends, and performance dashboards to identify improvement opportunities.
  • Communicate effectively with customers and internal stakeholders, particularly when managing difficult situations or sensitive concerns.
  • Demonstrate strong stakeholder management skills and the ability to drive timely resolution across Operations, Sales, IT, Billing, OPEX, Product, and other support functions.
  • Are proficient in customer service or case-management systems, CRM platforms, and Microsoft Office applications.