Assistant / Manager, Regional Customer Service

Main Objective

• To ensure high level of Customer Service efficiency is achieved and maintained within all areas of Region Asia, as well as increased Customer Service delivery to customers.
• Promote and encourage cooperation and teamwork within the Areas, Regions, and between departments in order to benchmark and adopt best practices.

Function and Duties

• Develop, monitor, and analyze Customer Service Key Performance Indicators (i.e. Quality Promise) for the Areas and drive/provide recommendations for improvement measures.
• Support the improvement of customer-defined benchmarks in the Areas.
• Support the regional Customer Service management with the implementation of process improvements/changes.
• Ensure timely information for Areas regarding trade-specific requirements and restrictions.
• Define and develop quality promises and digital targets, including customer cooperation/consultation with the Areas.
• Support documentation management and processes linked to documentation performance.
• Ensure Areas receive appropriate technical performance and customer service training.
• Provide regular recognition and constructive feedback to Areas as required.
• Ensure Hapag-Lloyd’s day-to-day customer service transactions are handled in a timely, accurate, and professional manner.
• Continually review and upgrade procedures to enhance the level of service provided to external and internal customers. Promote work process simplification initiatives.
• Implement standards and procedures to ensure Areas provide timely, accurate, and courteous responses to customer inquiries.
• Assist Area staff in solving problems by providing facilitation, support, and arranging appropriate training.
• Develop an effective working relationship with the BSD department to jointly review and develop improvements in Customer Service processes.
• Visit key accounts to solve problems, facilitate improvements, and provide support for Sales as required.
• Other duties as required from time to time as appropriate within the organization.

Additional Responsibilities:

• Promote ideas for work process simplification.
• Actively promote and participate in a customer-focused team environment.
• Provide cover and assistance to other roles when staff are unavailable.
• Other duties as required from time to time as appropriate.

Qualifications and Requirements

• Tertiary education, preferably in Business/Commerce with excellent working experience in Customer Service required.
• Knowledge of HL Business Systems/Process knowledge and experience required.
• Good project management skills with emphasis on successful project completion.
• Ability to handle multiple priorities and work under pressure.
• Ability to develop solutions together with internal parties.
• Excellent analytical and troubleshooting skills.
• Strong communication skills.
• Proficiency in Windows Office software including Word, Excel, and PowerPoint.