Assistant Manager - Customer Service -Feeder
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الوصف الوظيفي • Take full ownership in providing solutions and take the lead in resolving end to end process issues such as cross functional issues related to clients. • Lead the team to drive continuous improvement, monitor team performance against KPIs and targets and take corrective actions as required. Actively support implementation of global initiatives • Act as a role model by representing the voice of the customers throughout the organisation whilst protecting the company’s interests • Maintain close and direct contact, including face to face visits, with key customers further developing relationship and business opportunities • Actively work together with other functions especially Sales/Equipment/Agencies to ensure the easiest and most professional experience possible for Client customers • Ensure quick reaction to any rate enquiry (within 24 hours); especially in the highly competitive segments where rate changes are frequent and long reaction time may result in the risk of losing business • Develop and maintain customer and competitor profiles in order to promptly identify any change in business/service pattern in order to maintain an updated customer base • Monitor and communicate competitor loading vs Client loadings in key sectors and develop action plans to recover any lost market share • Establish mainline profiles / services. Develop and maintain service sheet and ensure all Client Feeder information on Client internal and external web site is constantly updated • Manage full alignment between sales and customer service teams to ensure any existing or new business is properly supported • Ensure all agents are fully aligned with Client customer service direction to streamline services provided within Client network • Communicate with the Line Manager with regards to all customer service activities in order to execute the management strategies and hit the targets • Display the highest level of verbal and written communication to our customers and promote customer service ‘best practice’ at all times • Provide recommendations on new subordinate hires and ensure the availability of all resources required to perform assigned tasks and activities • Supervise subordinate staff, assign work activities, monitor performance and review results • Act as a coach to subordinates, identify their training and career development, recommend training courses and follow-up on their personnel records such as timesheets, discipline, vacations, leaves and absenteeism • Perform other duties as assigned المهارات Education & Professional Qualification: - Professional diploma in the relevant industry (e.g. maritime) - Bachelor’s Degree Professional Experience: - 6 - 8 years of relevant experience Geographic Experience: - Good knowledge of Med/Gulf/Sub-continent markets Computer Skills: - Good knowledge of Microsoft Office and web applications Language Skills: - Business fluent English Market/Industry/Functional Knowledge: - Strong knowledge of the feeder industry - ISC/Gulf in particular تفاصيل الوظيفة https://www.bayt.com/ar/qatar/jobs/assistant-manager-customer-service-feeder-4467239/ |
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