深圳招聘

职位描述：
Duties:

- Supervise the Customer Service Team ensuring the etiquette with quality (both internally and externally) be maintained, included but not limited to the scopes of Customer Service integrity, phone manner, booking procedures, complaint handling skill, problem solving skill, communication with peers, etc.

- Create Key Performance Indicators and ensure the team is strictly adhered to.

- Identify problems efficiently and ensure all complaints from customers be resolved within a reasonable time frame.

- Assist Sales on customers’ special documentation/booking/import/counter requirements, ensure customer-oriented approach be adhered by CS Team.

- Ensure FIS issues for all departments are efficiently resolved.

- Ensure all departments adhere to the company guidelines and business procedures.

- Ensure effective staff coaching to meet optimal performance with appropriate managerial support.

- Be creative on cost reduction and operating efficiency.

- Ensure right staff in the right place with the right training to increase productivity.

- Ensure code of conduct be maintained in CS Team.

- Ensure effective team spirit and resolve miscommunication efficiently.

- Develop customer service quality assurance program.

- Assist the Customer Service Director on monitoring the customer service issues of HK and S China.

- Handle claims issues efficiently.

- Ensure effective and efficient communication with Doc Centre.

- Ensure effective communication with offices in HK and S China on customer complaints, customer’s requirements, FIS issues, user-training, CS guideline/policy set up and maintenance, etc.

- Set up guideline for CS Team on Team on Business Continuity Planning.

Requirements:

- 7+ years experience in transportation industry with strong leadership skills, preferable with ocean liner and at least 4 years in Manager position.
- Able to work under pressure
- Well organized, efficient and effective
- Good command in English written and spoken communication
- Good conflict management
- Customer driven and can think out of the box.
- Enthusiastic with positive morale and good team spirit.
- University Graduate 举报 分享

    219艘现代船舶，每年运输760万TEU（二十英尺当量单位），126个国家约13,000名员工。 Hapag-Lloyd是全球领先的班轮运输公司，是您强大的合作伙伴。
    Hapag-Lloyd提供总容量为160万TEU的船队，以及超过230万TEU的集装箱库存，包括世界上最大和最现代化的冷藏集装箱船队之一。全球共有129家班轮服务,确保所有大陆上600多个端口之间快速可靠的连接。
    Hapag-Lloyd的业主是CSAV（22.6％），KühneMaritime（17.6％）汉堡市（14.9％），卡塔尔投资管理局（14.4％），公共投资基金代表沙特阿拉伯王国（10.1 ％），加上20.4％的自由流通（百分比已经四舍五入，自由流通股包括股权不到5％的机构股东）。
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