Customer Service Specialist at YTO EXPRESS INTERNATIONAL (KAZAKHSTAN) — NeverHard

We're seeking a proactive and responsible specialist to join a team that tackles critical customer service and logistics processes on a daily basis. If you're passionate about helping clients, enjoy problem-solving, and want to grow in logistics and e-commerce, this is the position for you! 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. Work with customers Give parcels in a parcel store 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