Customer Service Supervisor

THE ROLE :

The Customer Service Supervisor is instrumental in ensuring that customers receive excellent service, addressing their needs, and continually improving the customer experience.

JOB RESPONSIBILITIES

a. Team leadership & Development

·        Lead, train and supervise the Customer Service Team to meet customer expectations

·        Set clear operational goals and objectives for customer service team

·        Provide coaching, mentoring and training to develop the team skills/competencies

b. Customer Experience Management

·      Visit customers when necessary to gather customer feedback for continuous improvements

c. Service Level Management

·      Deploy CMA-CGM group standard processes & tools

d. Resource Management

·      Manage staffing levels and allocate resources effectively to meet service level agreements

·      Participate in recruitment, hiring and onboarding customer service staff

·      Ensure staff is knowledgeable on group processes, SOPs & tools

·      Develop and implement crisis management procedures for handling unexpected customer service challenges or disruptions.

e. REPORTING:

·      Regular reporting on performance to Customer Service Assistant Manager

·      Produce on demand performance reports as per request

KEY PERFORMANCE INDICATORS :

a. Customer Satisfaction (NPS & TPS survey results)

b. First Call Resolution Ratio (FCRR)

c. Case Resolution TAT

d. I-Connect Service Levels

QUALIFICATIONS AND PROFILE:

a. Analytical & Reporting aptitude (Data, Qliksense)

b. Strong Knowledge in Shipping (minimum 5 Years of experience in liner shipping)

c. Excellent customer Service Experience (minimum 2 years of customer facing activity)

d. Supervisory/managerial expereince of 2-3 years

e. Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)

f. Great customer facing skills with ability to build and nurture relationships

g. Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations.

h. Excellent knowledge in LARA all modules.

i. Understand CMA CGM group organization, processes & Tools.

j. Basic proficiency with MS Office

Information :

• Company : Container Maritime Activities
• Position : Customer Service Supervisor
• Location : Jakarta Selatan
• Country : ID