Main Objectives of this position:
Deliver the highest levels of quality, be customer-oriented and create value for customers as well as for Hapag-Lloyd.
Function and duties:
• Analyzing 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 company's 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 (e.g., 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.
Qualifications and Technical Job Requirements:
• University degree or equivalent
• 12-15 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
Skills:
• Open communication - Ability to keep an open line of communication with team members and briefly explain organizational goals and tasks using different types of communication channels, such as one- on-one sessions, email, video, chat, phone calls and social media.
• Empathy - Ability to identify with others and understanding their perspective. This involves active listening, acknowledging the customers' concerns, and resolving their issues in a way that satisfies them. Effective empathy also involves understanding and providing support for the challenges, and concerns of team members.
• Strategic thinking - Strategic and critical thinking skills, as they are tasked with challenging decision- making.
• Creativity - Ability to brainstorm new ideas and inspire others toward creativity and innovation.
• Mentorship & Recognizing potential - Ability to mentor and teach to bring out the best in their employees. Guiding and motivating team by using positive reinforcement, clarity, feedback, appraisals. Ability to recognize potential talent and competencies in the workplace and delegate tasks accordingly.
• Time Management - The ability to prioritize tasks, meet deadlines, and work efficiently in a fast-paced shipping environment. To delegate tasks, prioritize commitments, set attainable goals and multitask.
• Computer Proficiency - Competence in using relevant computer software and systems for documentation purposes, including shipping management software, databases, spreadsheets, and word processing applications.
• Multitasking and Adaptability - Capability to handle multiple shipping projects simultaneously, adapt to changing priorities, and manage workload effectively.
• Compliance and Regulatory Knowledge - Understanding of international trade regulations, import/export restrictions, and compliance standards to ensure adherence to legal requirements and mitigate risks.
• Teamwork and Collaboration - Ability to collaborate effectively with cross-functional teams, such as logistics, operations, and customer service, to facilitate smooth documentation processes and resolve
issues collaboratively
