Purpose
- Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd
- Monitor workload across contact center, EDI and case queues to ensure adequate coverage
- Achieve a common company goal and given KPI through efficient team management
Customer Service:
- Deliver quality service to customers
- Meet CS KPIs - Quality Promises + CC/CC KPIs
- Maximize work efficiency with regular process reviews and reliable staff assignment/control
Non-Customer Service:
- Active and continuous support for setting into a wide range of digital products
- Performing various projects delivered