Function and duties:
- Analyzing 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 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.
Qualifications and Technical Job Requirements:
- University degree or equivalent
- 12-15 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