The customer service team lead (Import-Export) for Case team will work closely with management level to cultivate and elevate the service standard related to agents, as well as provide training and mentorship to junior or new team members. The successful candidate will bring strong knowledge and experiences in customer service in related industries to raise the bar of our team in reaching world-class service level. This position will still involve day-to-day operations, solving issues, and connecting with foreign agents and internal teams.

What we do
FASTSHIP is a Thailand's top-notch cross border logistics platform aggregating over 15 top door to door delivery service providers including UPS, FedEx, Aramex, SF Express, USPS, PostNL and ThailandPost. Our strategy is to expand the business range to compete with a rapidly growing ecommerce business in SEA through innovative, technology-driven and a broad range of total solutions in logistics and supply chain.

  • Over 200 destinations in the services
  • 25 unique logistics services offering
  • 20 service points throughout Thailand

What you will handle:

  • Supervise a team of customer service representatives (Case), providing guidance, support, and mentorship.
  • Ensure excellent service by promptly responding to inquiries, concerns, and issues.
  • Coordinate with external stakeholders, such as agents, and internal departments, such as Operations to facilitate the timely movement of freight and resolve any issues or delays.
  • Handle complicated cases as assigned.
  • Monitor and analyze key performance indicators (KPIs) related to customer service, such as response time, satisfaction ratings, and resolution rates.
  • Work with manager/team leads to develop and implement customer service guidelines, procedures, best practices, and required training to enhance efficiency and quality of service.
  • Stay updated on industry trends, regulations, and market conditions to effectively address customer needs and propose innovative solutions.

What you have:

  • Bachelor's degree in related field
  • Min. 4 years of working experience in customer service or case management import - export business is a must
  • Strong knowledge of international logistics or freight forwarding will be a big advantage
  • Excellent communication and coordination skills
  • Excellent problem solving skills
  • Willingness to learn product and service knowledge
  • Customer Centric personality with an excellent service mind
  • Computer MS office applications
  • Good command in English
  • Able to work under pressure

What we offer:

  • Free Lunch: Food is life, so enjoy hearty meals to fuel your day, our treat!
  • Free Parking: Park hassle-free, your convenience ensured.
  • Medical Plan: With us, your life's uncertainties are met with healthcare coverage.
  • Performance Bonus: Celebrate and Reward your dedicated effort and success.
  • Monthly Party: Connect, relax, and celebrate!
  • Tons of Opportunity to Grow: Nurturing your potential. Thrive within and beyond..
  • Extra Holidays for Special Occasions: We're here to support you through significant times in every chapter.
  • Empowerment through Tools: Innovation, your way. Embrace tools for enhanced efficiency.

*We are not able to provide work visa for this position