Customer Service Manager

Customer Service Manager (მომხმარებელთა მომსახურების მენეჯერი) — InXpress (Tbilisi)

InXpress Southampton | Full time | Remote About Us InXpress Southampton is a leading franchise within the InXpress global shipping and logistics network. We help businesses of all sizes ship smarter, working with world class carriers including DHL and FedEx alongside specialist freight forwarding partners. Our customers rely on us for responsive, knowledgeable support and that is exactly what our customer service team delivers every day. The Role We are looking for an experienced Customer Service Manager to take ownership of our customer experience, lead our customer service team and drive service performance to the next level. This is a hands on management role where you will shape how we serve our customers, from the first call to long term account retention. Your goal is simple: turn our customers into loyal, long term accounts by delivering a service defined by high reliability, fast response and the right attitude, while making sure our team's time goes where it creates the most value. Key Responsibilities Team leadership and development Manage, motivate and develop a customer service team handling calls, emails and support tickets Monitor and balance workload distribution across the team so work is shared fairly and handled productively Provide daily performance feedback, recognising top performers and coaching on areas for improvement Run reward and bonus schemes tied to answered calls, first response times, ticket resolution, customer satisfaction and retention Identify training needs and arrange internal or external training programmes Call handling and quality Monitor answered, missed and abandoned calls daily and ensure every missed or abandoned call receives a prompt call back Carry out daily quality reviews of sample calls, assessing courtesy, attitude, speed, professionalism and problem resolution Build and maintain a call performance database with daily, weekly and monthly reporting Drive improvements such as call rotation and better incoming call visibility Ticket and SLA management Own the ticket workflow: sorting by type, urgency, status and agent, ensuring fast first responses and prioritised resolution Define and maintain SLA urgency levels and resolution targets, and monitor compliance by agent Reduce unnecessary ticket load by eliminating duplicates and automating routine notifications Review how priority customers are handled and ensure they receive first class service Customer experience and retention Build and run customer feedback processes including satisfaction surveys, feedback links and monthly check ins Identify problem queries and at risk customers early and act before they leave Produce monthly customer retention reporting as the bottom line measure of service performance Reporting and analysis Produce daily, weekly and monthly reports covering call statistics, first response performance, SLA compliance, query types and agent workload Analyse where the team's time goes across query types such as quotes, bookings, tracking, freight, invoicing, complaints and claims Identify the most time consuming customers and queries and evaluate the economic value of time spent Profile busy periods and schedule low urgency work into quieter times What We Are Looking For Proven experience managing a customer service team, ideally in logistics, freight, shipping or a similar fast paced service environment A track record of improving service performance through measurement, coaching and process improvement Strong data skills with confidence building and interpreting performance reports in spreadsheets Experience with ticketing and helpdesk platforms such as Freshdesk and with SLA management A confident communicator who can give direct, constructive feedback while keeping the team motivated Organised, hands on and comfortable owning processes end to end A genuine passion for customer experience and service excellence What We Offer Competitive salary with performance related bonus A key leadership role with real ownership and visible impact The backing of a global brand with the agility of a local business Ongoing training and development A supportive, ambitious team environment How to Apply Interested Candidates please click on the button "Fast Apply"