Customer Service Manager- Shipping ( Saudi Port Operations)

Job Description

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