Manager/Senior Manager - Customer Service - Shipping Firm (10-20 yrs)

Exciting Career Opportunity: Manager/ Senior Manager- Customer Service - Mumbai -Shipping Company

Roles & Responsibilities:

- Analyzing data to identify trends in customer preferences, satisfaction levels, and complaints about products or services and having joint review with sales to increase wallet share.

- Setting goals for performance and deadlines in ways that comply with company's plans and vision and delegate responsibilities accordingly.

- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

- Reviewing reports from managers about customer service performance to identify areas for improvement.

- Managing the company's relationship with its customers by handling complaints and resolving problems.

- Coordinating with other departments / vendors, such as accounting or finance, to ensure that customer requests are processed correctly.

- Execute quality monitoring requirements that deliver intent and customer satisfaction goals.

- Develop and execute to quality, process and contact improvement strategies cross-functionally with other peers using multiple data sources (e.g., Voice of Customer, Voice of Associate, and Business Intelligence)

- Good people management skills and able to work under pressure.

- Organizing and hosting workshops and customer events

- Conducting performance reviews

- Organizing work schedule

- Collecting data and preparing reports.

- Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises.