Overall, Job Purpose
We are hiring a strong and motivated Head Customer Service to join our team. In this role, you will be responsible for developing strategies for our Customer Solutions team to deliver world class service to our customers. You will work closely with customers, team members, and cross functional teams
Job Specification - Key Accountabilities
Key Tasks
- Drive strategic initiatives centered on Customer Experience, operational efficiencies, proactive escalation management by collaborating with stakeholders across customer organizations and internal teams
- Promote Digitalization and be the flag bearer of all digital initiatives to promote ease of doing business for customers.
- Develop KPIs & OKRs to deliver on actionable insights for Customer Solutions teams as well manage day-to-day support to improve team performance and quality customer interactions
- Driving customer experience ensuring implementation of customer friendly processes leading to higher NPS, CES CSAT across all experience zones
- Drive Compliance Management through continuous Training, Learning managing Quality parameters.
- Identify opportunities for continuous improvement.
- Represent HL at local meetings with Shipping associations / Government bodies as and when required.
- Support the QSC with locally launched initiatives, which requires local expertise e.g., Customs Changes.
- Create an Area Office, QSC and GSC interdepartmental culture that encourages customer focus, efficiency, collaboration, and creates an environment for process improvements.
- Strategically organize the Customer Solutions team to align resources and talent to meet organizational goals; includes hiring, coaching, retaining, and building internal career development to retain exceptional talent.
Qualification, Experience, Competencies and Values
- Masters and or a Graduate in any discipline.
- 10+ years of relevant work experience.
Key Competencies
- Meaningful understanding of Shipping Industry and daily operations
- Demonstrated experience with customer escalation management and mitigation processes.
- Ability to deal with ambiguity
- Strong intrapersonal skills to communicate effectively with cross-functional partners, as well as build a collaborative and transparent work environment for Customer Solutions team.
- Experience presenting key data to senior leadership, partnering cross-functionally, and driving change.
- Be willing to travel and interact with customers.
Hapag-Lloyd Values / Behaviors
- Care, move, deliver
- Positive attitude, can do attitude
- Proactive
- Energetic and good team spirit
- Enthusiastic
- Commitment to task
- High Integrity
- Self-driven & focused