Sr Manager Customer Service

Hapag Lloyd; Mumbai; Vor Ort; INR 1.800.000 - 3.500.000; Vollzeit

Zusammenfassung

Hapag-Lloyd in Mumbai is seeking an accomplished customer service leader with a university degree and 8–12 years of shipping industry experience to drive quality, customer focus and value creation for the business.

The role requires strong client-facing communication, coaching and mentoring of teams, cross-functional collaboration with sales, finance and operations, and the ability to analyze data, set goals and deliver continuous improvements while maintaining compliance with policies.

Qualifikationen

• 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 oneself for personal development.

Aufgaben

• 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 companys 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 (eg, 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.

Kenntnisse

Business focus

Strategic thinking

Leadership

Team player

Communication skills

Change management

Project management

Mentoring

Attention to detail

Cross-cultural collaboration

Willing to relocate

Overtime readiness

Problem solving

People management

Ausbildung

University degree or equivalent

Tools

MS Office

Jobbeschreibung

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

• 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.

• 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 companys 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 (eg, 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