客服主管 / Customer Service Supervisor

J&T Express; Madrid; On-site; EUR 40,000 - 60,000; Full time

Job summary

J&T Express Spain seeks an experienced Customer Service Manager to develop localized SOPs and standardize processes in Madrid, ensuring GDPR-compliant operations. You will drive KPI optimization, oversee ticketing and call center systems, and coordinate with logistics functions to resolve issues.

The ideal candidate will have 5+ years in express/logistics customer service, fluent Spanish with strong business English, and the ability to build and lead a team from scratch in a fast-paced

Qualifications

• Minimum 5 years of customer service experience in express delivery or logistics.
• Experience building a customer service team from the ground up.
• Familiar with call center operations, processes, management systems, and KPI frameworks.
• Strong complaint-handling, communication, coordination, and crisis management skills.

Responsibilities

• Develop localized customer service SOPs and processes aligned with industry standards.
• Establish and optimize service standards, scripts, and procedures for Spain.
• Monitor and optimize KPIs such as call connection rate, AHT, FCR, CSAT.
• Oversee complaint and compensation processes and shipment exceptions.
• Ensure GDPR and local data protection compliance in operations.
• Manage daily operations of ticketing, call center, and online platforms.
• Analyze root causes of complaints and drive cross-functional corrective actions with sorting centers and delivery teams.

Skills

Spanish (fluent)

English communication

Chinese (preferred)

Education

Bachelor's degree

Logistics Management

Tools

Ticketing systems

Call center platforms

Job description

Job Description

Key Responsibilities

• Customer Service System Development and Process Standardization: Develop localized customer service SOPs in line with industry standards, covering inquiry classification, complaint handling timelines, compensation policies, and returns and exchanges procedures.
• Service Standards Management: Establish and optimize customer service standards, communication scripts, and service procedures, ensuring the effective implementation of the Group’s customer service standards in Spain.
• KPI Management and Optimization: Monitor and optimize key call center KPIs, including call connection rate, call answer rate, average handling time (AHT), first contact resolution (FCR), complaint rate, and customer satisfaction (CSAT). Use data analysis to improve service efficiency and quality.
• Complaint and Compensation Management: Establish standardized processes for handling customer complaints, compensation claims, and shipment exceptions, ensuring timely resolution and proper follow-up.
• Compliance Management: Ensure customer service operations comply with GDPR and applicable local regulations. Maintain appropriate customer data protection practices and business records to ensure traceability.
• System Management: Oversee the daily operation of customer service ticketing systems, call center systems, and online customer service platforms, and identify opportunities for system improvements.
• Complaint Analysis and Cross-functional Collaboration: Regularly analyze the root causes of customer complaints, prepare complaint analysis reports, and work with sorting centers, line-haul transportation teams, and last-mile delivery stations to implement corrective actions.

Requirements

• Fluent in spoken and written Spanish, with strong business English communication skills. Chinese communication skills are preferred.
• Bachelor’s degree or above. Majors in Logistics Management, Marketing, Linguistics, Customer Service Management, or related fields are preferred.
• At least 5 years of customer service experience in the express delivery or logistics industry. Experience in building a customer service team or function from the ground up is preferred.
• Familiar with call center operations and management practices, with experience in establishing or optimizing customer service processes, management systems, and KPI frameworks.
• Strong complaint-handling, communication, coordination, and crisis management skills, with the ability to work effectively in high-volume complaint situations and under pressure.