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

Responsibilities
• 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 workplace 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)
• Positive 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

📌 Senior Manager Customer Service Mumbai
🏢 Hapag Lloyd
📍 Mumbai