Customer Service Lead (Operations)

Key Responsibilities

Monitor and report on key KPIs related to CS and operations, such as response time, customer satisfaction rate, order completion rate, and complaint resolution metrics, directly to the line manager.
Develop and optimize customer support processes, while overseeing parts of the rental operation workflow—from booking to completion—integrating with software and hardware systems to minimize risks and enhance efficiency.
Develop and implement customer service enhancement strategies integrated with operations, aimed at improving satisfaction for both car owners and renters while supporting business objectives.
Supervise the handling of inquiries and complaints from renters and car owners related to rental transactions, ensuring prompt, professional, and effective resolution.
Handle urgent or escalated rental- related issues and coordinate with stakeholders to ensure quick and effective resolution; manage risks and complex operational situations as they arise.
Manage and lead the Customer Service (CS) team, including recruitment, training, performance evaluation, and motivation to ensure high team efficiency.
Analyze operational data, collaborate with relevant departments to identify issues, propose improvements, and mitigate risks such as delays or disputes.
Collect customer feedback to propose service improvements, while assisting in monitoring budgets related to CS and basic operational activities.
Work closely with software and hardware teams to support rental operations and enhance the overall user experience.
Coordinate with other departments to develop service improvement strategies, including team training on product knowledge and complex case handling.

Cập nhật gần nhất lúc: 2026-02-28 13:50:03