Customer Operations Analyst (REF: SZCS20220702-01)

• Perform service quality audits for improving service provisions as well as implementing service-related projects with internal and external parties
• Coordinate and collaborate with internal and external teams to ensure delivery of best-in-class customer experience. Lead and manage functions of customer service hotline and logistic operation, etc.
• Identify training needs, design training modules, and conduct regular training in respect of operations and service standard
• Design and manage different workflows to ensure smooth business operation. Manage different touchpoints to ensure a consistent brand exposure and service experience

Customer Services Responsibilities

• Serve as a dedicated customer contact point
• Define customer policy and procedure according to the different market environments, continue enhancement based on customer and operation feedback
• Regularly review with customers and cooperate with the operation team to achieve the KPI agreed with the customers
• Achieve customer satisfaction and build relationships with customers; handle customer inquiries, claims, and complaints
• Define, measure, and ensure customer satisfaction across different stages

Strategical Responsibilities

• Develop a strategy with insights to uplift Century’s service excellence in the industry
• Maximize operation efficiency through process automation and digital services support
• Provide different management reports to reflect operation preparation progress and performance

• Degree holder with 5 years or above relevant experience in the logistics industry, including relevant experience in leading and managing a customer service team in a sizable company
• Good command of written and spoken English and Chinese with fluency in Mandarin and Cantonese are essential
• Excellent leadership, interpersonal and communication skills with all levels, mature, strong enthusiasm with a solution-oriented mindset are required
• Knowledge of the import and export customs declaration
• Expert in customer operations and workflow management. Understand the functionality and KPI of different departments. Proven experience in setting up new workflow and processes which lead to a smooth operation of new business. Able to prepare different customer policies with paying attention to details
• Proficient in MS Office and English / Chinese word processing
• Positive, confident, a good communicator, and an observer. Equipped with a Global vision and respect for a different culture
• Passion to make a difference, self-motivated, result-oriented with good customer services senses, analytical skills

Century Distribution Systems is an equal opportunity employer and is committed to compliance with all applicable laws prohibiting employment discrimination.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, any other characteristic protected by law, or other applicable laws.

All applications will be used exclusively for selection purposes and handled confidentially by authorized personnel only. Your application may also be considered for other suitable positions within Century Distribution Systems (please indicate clearly on your application if you would not like to be considered for other positions within the group.) Following the data privacy ordinance, all unsuccessful applications will be destroyed after an appropriate time.

If you are interested in this position, please send your full resume (in Word or PDF format) with details of qualification, experience, present, and expected salaries, and contact number to the Human Resources Division at cdsszhr@cn.cds-net.asia and quote the post reference number in your application.

To find out more about Century Distribution Systems’ career and sustainability information, visit https://www.cds-net.com/career/