Deskripsi Pekerjaan

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