Manager, Customer Service - South Korea - Hapag-Lloyd와 관련된 현재 작업
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Manager, Customer Service
3 개월전에
Manager, Customer Service (SV3)
Full Time South Korea With Professional Experience 6/26/24
About Hapag-Lloyd
With a fleet of modern container ships and a total transport capacity of 2.0 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13, employees and offices in countries. Hapag-Lloyd has a container capacity of 2.9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of liner services worldwide ensure fast and reliable connections between more than ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2, employees assigned to the Terminal & Infrastructure segment handle terminal-related activities and provide complementary logistics services at selected locations.
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/controlNon-Customer Service:
Active and continuous support for setting into a wide range of digital products Performing various projects delivered
Responsibilities
Drive performance for the team and members to meet Sales force KPI and Quality promises KPI Coach and develop staff, with regular performance reviews, as well as new requirements, process and procedures for the staff and team (incl. training requirements, info shares) Support staff on daily jobs incl. problem solving and customer escalation s cases Review customer survey results and implement measures to improve customer satisfaction Participate in cross-functional Area meetings, discussing solutions for daily problems involving other teams Review customer survey results and implement measures to improve customer satisfaction
Estimate partitioning of time:
40% monitoring and supporting daily communications incl. problem solving, sharing info 20% monitor KPIs 20% monitor and improve process and handle project development (Incl Digital issues) 20% staff management and development
Requirements
Minimum 5 years’ experience in a commercial role, preferably in the maritime sector Excellent communication skills both English and Korean Comprehensive knowledge of FIS, Sales Force and other HL systems Result driven team player with a positive attitude Ability to work under pressure Goal and deadline driven Motivate team Leadership skill to manage team efficiently Deep work knowledge of Shipping industry Problem solving skill
Most important skillset: Communication :
Handling problem solving with colleagues including advices towards solutions for customers. Approaching to Management for necessary approvals during problem solving Negotiation with customers for solutions. Coordination of issues and stable collaboration among internal functional teams
Contact person
Ryo Chung Han −© Apply online Share this job
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