Customer Service Supervisor

PT Container Maritime Activities; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading shipping company in Jakarta Utara is seeking a Customer Service Supervisor to ensure excellent customer service. Responsibilities include leading the customer service team, managing resources, and gathering customer feedback for continuous improvement. The ideal candidate has strong shipping knowledge and significant supervisory experience. Join a dynamic team focused on enhancing customer satisfaction.

Qualifications

• Minimum 5 years of experience in liner shipping.
• Minimum 2 years of customer facing activity.
• 2-3 years of supervisory/managerial experience.

Responsibilities

• Lead, train and supervise the Customer Service Team.
• Gather customer feedback for improvements.
• Manage staffing levels and resources effectively.

Skills

Analytical & Reporting aptitude

Strong knowledge in shipping

Excellent customer service experience

Supervisory/managerial experience

Effective communication skills

Customer facing skills

Ability to manage stress

Knowledge in LARA all modules

Basic proficiency with MS Office

Job description

Overview

The Customer Service Supervisor is instrumental in ensuring that customers receive excellent service, addressing their needs, and continually improving the customer experience.

Responsibilities

• Team leadership & Development: Lead, train and supervise the Customer Service Team to meet customer expectations; Set clear operational goals and objectives for the customer service team; Provide coaching, mentoring and training to develop team skills and competencies
• Customer Experience Management: Visit customers when necessary to gather customer feedback for continuous improvements
• Resource Management: Manage staffing levels and allocate resources effectively to meet service level agreements; Participate in recruitment, hiring and onboarding customer service staff; Ensure staff is knowledgeable on group processes, SOPs & tools; Develop and implement crisis management procedures for handling unexpected customer service challenges or disruptions
• REPORTING: Regular reporting on performance to Customer Service Assistant Manager; Produce on demand performance reports as per request

Key Performance Indicators

• First Call Resolution Ratio (FCRR)

Qualifications and profile

• Analytical & Reporting aptitude (Data, Qliksense)
• Strong knowledge in shipping (minimum 5 years of experience in liner shipping)
• Excellent customer service experience (minimum 2 years of customer facing activity)
• Supervisory/managerial experience of 2-3 years
• Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
• Great customer facing skills with ability to build and nurture relationships
• Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations
• Excellent knowledge in LARA all modules
• Understand CMA CGM group organization, processes & tools
• Basic proficiency with MS Office