Senior Manager Customer Service

Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd

• Analysing data to identify trends in customer preferences, satisfaction levels, and complaints about products or services and having joint review with sales to increase wallet share. 
• Setting goals for performance and deadlines in ways that comply with company's plans and vision and delegate responsibilities accordingly. 
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment. 
• Reviewing reports from managers about customer service performance to identify areas for improvement. 
• Managing the company’s relationship with its customers by handling complaints and resolving problems. 
• Coordinating with other departments / vendors, such as accounting or finance, to ensure that customer requests are processed correctly. 
• Execute quality monitoring requirements that deliver intent and customer satisfaction goals. 
• Develop and execute to quality, process and contact improvement strategies cross-functionally with other peers using multiple data sources (e.g., Voice of Customer, Voice of Associate, and Business Intelligence) 
• Good people management skills and able to work under pressure. 
• Organizing and hosting workshops and customer events 
• Conducting performance reviews 
• Organizing work schedule 
• Collecting data and preparing reports.
• Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises. 

Skills:

• Business Focus, Strategic thought process towards organisations goals and business strategies 
• Detail orientation and change management 
• Managing and handling projects – Global / Area Level 
• Creating succession plans and development plans for the team 
• Coaching and mentoring of Direct Reportees 
• Result Driven and Customer and service oriented 
• Ability to communicate and collaborate effectively across several cultures (External and Internal) 
• Attention to detail and accountability for team performance is important 
• Enthusiasm and a promoter of team spirit and team accountability 
• Team player with a proactive attitude with strong Leadership skills, ability to motivate people 
• Willingness to work overtime and to be on standby 
• Mobile and willing to relocate if required 

• University degree or equivalent 
• 8-12 years Shipping industry experience and/or training; or equivalent combination of education and experience. 
• Strong client-facing and communication skills 
• A team player and having the ability to work collaboratively. 
• Ability to think strategically and to lead. 
• Advanced troubleshooting and multi-tasking skills 
• Working knowledge of MS Office 
• Able to work well with others and follow guidelines. 
• Positive attitude 
• Receptive and be able to grasp new ideas and motivate one’s self for personal development.