Inviting bright minds
Do you want to push the boundaries of your profession and develop your excellence in an open, collaborative and empowering culture? We work to create a sustainable Shipping future and our inspiring projects and innovative solutions strive to set the standard among our Shipping peers. You will join a global company that has been growing successfully since its founding in 1945. Together, we lead and leave a positive impact on societies, companies and people around the world.
We are urgently searching for a motivated and experienced Customer Service Sub Head to lead part of our customer service department. Your goal will be to lead our customer service department to provide outstanding customer service to our clients by developing effective customer service procedures, implementing client loyalty programs, and setting client satisfaction goals.
To qualify for the role, the ideal candidate will be an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.
Oversee our customer service team
Manage and train Customer Associates
Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service
On-board new employees and train them based on your expertise and skill set
Create and implement an effective customer loyalty program
Supervise day-to-day operations in the customer service department.
Respond to customer service issues in a timely manner.
Create effective customer service procedures, policies, and standards.
Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
Implement an effective customer loyalty program.
Maintain accurate records and document all customer service activities and discussions.
Assess service statistics and prepare detailed reports on your findings.
Hire and train new customer service agents.
Manage the approved budget of the customer service department.
Stay informed on the latest industry techniques and methods.
Bachelor’s degree in Business Administration or relevant field.
A minimum of 5 years’ proven experience in a customer service position.
Proficiency in Microsoft Office and customer service /Project management software.
Outstanding written and verbal communication skills.
Good understanding of management practices and techniques.
Excellent leadership and interpersonal skills.
Ability to translate your skills to other employees through training and mentoring
Skills relevant for this role includes:
Reading physical and emotional cues