Main Objective
- To ensure high level of Customer Service efficiency is achieved and maintained within all areas of Region Asia, as well as increased Customer Service delivery to customers.
- Promote and encourage cooperation and team work within the Areas, Regions and between departments in order to bench mark and adopt best practices.
Function and Duties
- Develop, monitor and analyze Customer Service Key Performance Indicators (i.e. Quality Promise) for the Areas and drive / provide recommendations for improvement measures
- Support the improvement of customer defined benchmarks in the Areas
- Support the regional Customer Service management with the implementation of process improvements/changes
- Ensure timely information for Areas in regard to trade specific requirements and restrictions
- Define and develop quality promises and digital targets, including customers in cooperation / consultation with the Areas
- Support of documentation management and processes linked to documentation performance
- Ensure Area’s receive appropriate technical performance and customer service training
- Provide regular recognition and constructive feedback to Areas as and when required
- Ensure Hapag-Lloyd’s day to day customer service transactions are handled in a timely, accurate, and professional manner.
- Continually review and upgrade procedures to enhance the level of service provided to external and internal customers. Promote work process simplification initiatives.
- Implement standards and procedures to ensure Areas are providing timely, accurate and courteous responses to customer’s inquiries.
- Assist Area staff in solving problems by providing facilitation, support and arranging appropriate training.
- Develop an effective working relationship with the BSD department to jointly review and develop improvements in Customer Service processes. Job Description 2011
- Visit key accounts to solve problems, facilitate improvements and provide support for Sales as and when required
- Other duties as required from time to time as appropriate within the organization.
Additional Responsibilities:
- Promote ideas for work process simplification
- Actively promote and participate in a customer focused team environment.
- Provide cover and assistance to other roles when staff are unavailable
- Other duties as required from time to time as appropriate.
Qualifications and Requirements
- Tertiary education, preferably in Business/Commerce with excellent working experience in Customer Service required
- Knowledge of HL Business Systems / Process knowledge and experience required
- Good project management skills with emphasis on successful project completion
- Ability to handle multiple priorities and work under pressure
- Ability to develop solutions together with internal parties
- Excellent analytical and trouble shooting skills
- Strong Communications
- Windows Office software including Word, Excel and Powerpoint
