Overview

The Buyer Customer Service Manager is responsible for delivering a best of breed customer experience for the buyer customers of Global Sources and managing the process and resources to make that possible.

Key Tasks

1.  Customer service fulfillment

• Monitor on a daily basis the outsource CS team in Manila to ensure all customer inquiries and inbound feedback through our websites, e-mails, phone calls, social media and ‘Live Chat’ are addressed as per established KPIs and benchmarks
• Assess the performance of outsource team and provide them with regular performance-related feedback
• Investigate customer complaints that cannot be resolved by the outsource team and, as necessary, work with other GS teams to resolve
• Train outsource team in GS customer service practices and policies
• Assist outsource team with duties where required
• Process print magazine subscriptions and payment
• Serve as the operational contact person in GS for the outsource team

2.  Customer service enhancement

• Assist the President of GSOL to identify and implement improvements in processes, systems, tools and messaging to enhance the quality of customer service
• Be an active participant in, and provide ongoing data for, the monthly Customer Experience Steering Committee meetings attended by key stakeholders
• Work with supplier customer service lead to ensure that communication, ongoing feedback, and customer complaint resolution between buyer and supplier CS teams is efficient and effective
• Maintain regular communication with trade show customer service supervisor to ensure appropriate coordination between the teams

3.  GSOL product enhancement/fulfillment

• Contribute buyer-side insights and recommendations to development and prioritization of product roadmaps, JOA and strategic planning
• Share buyer feedback and/or complaints with relevant departments and develop systemic solutions
• Provide support to other business units, such as in product testing or actively participating as stakeholder in new development/maintenance initiatives
• Monitor performance of outsource team in executing buyer verification and RFI/RFQ review tasks

4.  Others 

• Prepare scheduled and ad hoc reports for management
• Oversee all administrative functions of the department
• Maintain documentation related to CS department activities
• Manage the department budget
• Perform additional tasks as needed

Requirements 

• Bachelor’s degree
• 5 years of relevant working experience, preferably in a B2B environment
• Strong analytical and problem-solving skills
• Ability to work independently
• Professional level spoken and written English; proficiency in Mandarin helpful

Interested parties please submit resume, covering letter and salary requirement by email.

(Personal data collected will be used for recruitment purpose only.)