Ulala, a leading last-mile delivery company, is on the lookout for a highly motivated and skilled professional to join our team as a Customer Service Manager. If you are passionate about delivering exceptional service and possess strong leadership skills, we invite you to explore this exciting opportunity with us.Position: Customer Service ManagerLocation: BurnabyType: Full-TimeResponsibilities:Team Leadership: Lead and inspire the customer service team, fostering a culture of excellence, teamwork, and continuous improvement.Customer Experience: Ensure the delivery of outstanding customer service by developing and implementing service standards, handling escalated issues, and overseeing customer satisfaction initiatives.Process Optimization: Streamline customer service processes to enhance efficiency and responsiveness, contributing to overall operational effectiveness.Training and Development: Conduct training sessions for customer service representatives, keeping them informed on company policies, procedures, and industry best practices.Performance Monitoring: Implement key performance indicators (KPIs) to monitor and evaluate the team's performance, providing constructive feedback and implementing improvement plans.Cross-Functional Collaboration: Collaborate with other departments to address customer issues, improve processes, and contribute to a seamless end-to-end customer experience.Data Analysis: Utilize data and customer feedback to identify trends, recommend improvements, and contribute to strategic decision-making.Qualifications:Proven experience in a customer service leadership role, preferably in the logistics or last-mile delivery industry.Strong leadership and team management skills.Excellent communication and interpersonal abilities.Analytical mindset with a focus on data-driven decision-making.Familiarity with customer service software and tools.Fluent speaking in both English and Mandarin.How to Apply:If you are a dynamic and results-oriented professional seeking an opportunity to make a significant impact, we encourage you to submit your resume and a cover letter detailing your relevant experience to:marketing@ulala.ca Please use the subject line "Customer Service Manager Application - [Your Name]."Join Ulala and be part of a team that is revolutionizing last-mile delivery and setting new standards in customer service. We look forward to welcoming the newest member of our growing family.