Manager - Customer Service

To lead a set of Customer Service Coordinators to deliver best in class service to customers. Ensure customer satisfaction leading to best Net Promoter Score (Customer experience Survey).

Hapag-Lloyd is a leading global liner shipping company, having its head quarter in Hamburg, Germany, operating 299 modern ships and transports about 12.5 million TEU (Twenty-foot Equivalent Unit) per year. The company presently has around 16,900 motivated employees in 397 offices in 139 countries. Hapag-Lloyd offers a fleet with a total capacity of 1.7 Million TEU, as well as a container stock of approximately 2.6 million TEU including one of the world’s largest and most modern reefer container fleets. A total of 122 liner services worldwide ensure fast and reliable connections between more than 600 ports on all the continents.

Hapag-Lloyd has a history of over 175 years, having been founded in the year 1847. Hapag-Lloyd is a financially stable company and is publicly listed on the Frankfurt, Germany stock exchange. 

Hapag-Lloyd QSC Mauritius is growing and to support our growth, we are looking to recruit a Customer Service Manager!

Responsibility:

To lead a set of Customer Service Coordinators to deliver best in class service to customers.

Ensure customer satisfaction leading to best Net Promoter Score (Customer experience Survey)

Main tasks:

To lead a set of Customer Service Coordinators to deliver best in class service to customers.

Ensure customer satisfaction leading to best Net Promoter Score (Customer experience Survey).

Ensure Customer Communication via different channels are managed on a day-to-day basis.

Build strong rapport with customer across the board, especially the key ones.

Build domain knowledge in the Industry vertical we are serving.

Ensure constant Process improvement leading to efficiency and better customer service.

Mentor and coach Team members to deliver in their role.

Stakeholder Management at various levels in different countries in Africa and Region HQ.

Ensure KPI management (SLA) and reporting.

Provide solutions and take the lead in resolving end-to-end process issues

 Requirements and Qualifications:

Strong Customer service experience in any Industry is mandatory.

Should have managed Customer service teams on a day to basis.

Should have been a leader and must have led at least 10 people.

Leadership experience of 2-3 years is mandatory.

Shipping/ Maritime/ Forwarding experience is preferable but not must.

Should be able to manage flexible working hours depending upon customer or country requirement.

Technical Skill sets:

Should be good in Excel and PowerPoint.

Project Management experience is preferable but not must.

Experience in working on any CRM tool is an advantage.

Language – Excellent command of written and spoken English and French

Our Shift timings are from 1 p.m. to 10 p.m.