Description

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 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

Qualifications

- 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 current ideas and motivate one’s self for personal development.

📌 Senior Manager Customer Service (Mumbai)
🏢 Hapag Lloyd
📍 Mumbai