Customer Service Leading specialist at YTO EXPRESS INTERNATIONAL (KAZAKHSTAN) — NeverHard

The Customer Service Leasing specialist is responsible for managing and developing the Customer Service team, ensuring high-quality customer support, timely issue resolution, and achievement of service KPIs. The role serves as the primary point of escalation for customer-related issues and works closely with Operations, Logistics, Sales, and other departments to enhance customer satisfaction and service efficiency. Team Management Lead, supervise, and support Customer Service Representatives. Monitor team performance and ensure achievement of departmental KPIs. Conduct regular one-on-one meetings and performance reviews. Coach and mentor team members to improve service quality and productivity. Assist in recruitment, onboarding, and training of new employees. Manage work schedules, attendance, and workload distribution. Customer Service Operations Ensure timely and professional handling of customer inquiries, complaints, and requests. Act as the escalation point for complex customer issues. Monitor service quality across all communication channels (phone, email, chat, social media). Ensure compliance with company policies and customer service standards. Maintain high customer satisfaction levels. Performance Monitoring & Reporting Track and analyze customer service KPIs, including: Response Time Resolution Time Customer Satisfaction (CSAT) First Contact Resolution (FCR) Complaint Rate Prepare regular reports for management. Identify trends, risks, and opportunities for service improvement. Process Improvement Identify operational inefficiencies and recommend improvements. Collaborate with Operations and Logistics teams to resolve recurring customer issues. Participate in customer service projects and system enhancements. Develop and update customer service procedures and knowledge base materials. Cross-Functional Collaboration Work closely with Operations, Warehouse, Delivery, Finance, and Sales departments. Ensure smooth communication between customer-facing and operational teams. Support implementation of company initiatives and process changes. Requirements Bachelor's degree preferred. Minimum 2–3 years of experience in Customer Service. At least 1 year of experience in a supervisory or team leadership role. Experience in logistics, transportation, courier, e-commerce, or related industries is preferred. Strong leadership and people management skills. Excellent communication and conflict-resolution abilities. Analytical mindset and problem-solving skills. Proficiency in Microsoft Office (Excel, Word, PowerPoint). Experience with CRM systems and customer service platforms. Key Competencies Leadership Customer Focus Communication Skills Team Development Problem Solving Decision Making Time Management Stress Management Process Improvement Results Orientation