Position: Senior Manager - Customer Service (MIN)
Location: Andheri, Mumbai
Function and duties:
Create a “Customer Service Culture” delivering quality service and improved customer satisfaction
• Drive performance within the team by exceeding Quality promises and KPI deliverables
• Review customer survey results and implement measures to improve customer satisfaction
• Identify and communicate areas of concern / proposals to enhance the current business processes
to the Regional Customer Service / Business systems teams
• Coach and develop a team of motivated individuals through regular performance reviews and 121
discussions
• Promote the application of HL standards and ensure the documentation of local manuals and
guidelines, where applicable
• Ensure QEM principles are followed and promoted within department
• Identify training needs and ensure all team and functional training requirements are recorded and
fulfilled
• Participate and support the global/regional projects related to Customer Service
• Assist in the rollout and drive the usage of new and existing product offerings by HL
• Participate in cross-functional Area meetings, discussing solutions for daily problems involving
other teams
Qualifications and Technical Job Requirements:
•University degree or equivalent
• 10+ years industry and management experience in transportation industry
• Overall expert knowledge of the Import and Export Processes and understanding of the Shipping
industry as a whole.
• Excellent communication skills
• Working knowledge of MS Office