Outbound Customer Service Team Coordinator

Tasks

• Provide technical guidance and management to team members
• Oversee the induction and onboarding of new employees
• Create and manage team schedules to ensure adequate coverage
• Coordinate and optimise tasks in line with management directives
• Liaise effectively with delivery and dispatch partners to ensure smooth operations
• Maintain proactive and clear communication with customers
• Organise and manage special delivery requests
• Process shipments accurately using Active Report, unloading reports, hall recordings, and residual item lists
• Handle and resolve customer complaints efficiently
• Coordinate ongoing training and development initiatives for the team
• Prepare detailed content and information to support decision-making processes

Qualifications

• Proven experience in team coordination or supervisory roles within customer service or logistics
• Strong organisational and multitasking skills, with the ability to prioritise effectively
• Excellent communication and interpersonal skills to liaise with customers and internal teams
• Ability to manage schedules and workflows efficiently
• Proactive problem-solving skills and a customer-focused mindset
• Familiarity with shipment processing systems and reporting tools (e.g., Active Report)
• Experience handling customer complaints with professionalism and empathy
• Ability to lead training sessions and support team development
• Strong decision-making skills with attention to detail
• Flexibility to adapt to a fast-paced and dynamic work environment