Cicilia Hotels & Spa

The Senior Customer Service Agent will owns and manages the end-to-end customer experience within the assigned scope in SCM, in compliance with relevant company procedures. Typically handles a large number of customers or larger, more complex customers, including special needs such as booking, customs, documentation, filing,legal, dangerous or special cargo and/or lack of e-channel use. Manages accounts with large business impact, defined by volume and/or revenue contribution to the Area scorecard.

Key Responsibilities

Strategy

• Create customer loyalty.
• Continuously driving productivity improvements in the end-to-end process
• Improve profitability by continuously driving costs out of the customer services activity and maximizing income opportunities.
• Seek for upselling opportunity.
• Assist to drive sustainable growth.
  
  

Customer Focus

• Ensure that solutions are clearly defined within the customer’s SOP and understood by the team members with up-to-date IOP.
• Ensure that client SOP remain updated and consult with the client program manager (CPM) adjust them to improve the process.
• Identify any scope creep and advise both the Custom.er Experience Manager and the CPM in order to addressed with customers
• Ensure that client KPI’s are achieved as per target.
  
  

Where appropriate utilize individual customer KPI’s to ensure that the highest levels of customer excellence are achieved throughout the Multi-Carriers Customer Facing Team.

• Assist CPM by identifying and implementing business development opportunities.
• Identify and propose customer experience improvements and service deliverables.
• Own the customer experience provision and continually improve its delivery.
• Develop and maintain effective relationships with customers, key stakeholders.
• Proactively assist with customer’s implementations.
• Meet /conference call with the key client manager (KCM)/ client program director (CPD)/ sale team members / customers to review performance/ KPI as monthly basis.
  
  

Team Leadership

• Engage with team member based on the Maximizing Performance, Alignment & Career Growth of our Talent (MPACT) program.
• Create appropriate personal development plans for reports addressing any training requirements.
• Drive best practice sharing within the team and cross team.
• Ensure that reports are aware that it is part of their responsibilities to bring forward customer improvement suggestions and actively drive this process during team reviews.
• Drive a constant review of work processes implementing improvements and outsourcing relevant activities to the GSC.
• Regularly have the coaching and feedback.
• Visual Management Board monitoring.
  
  

Financial Control

• Drive financial accountability within the team (RTP/OTC to be accurate and on time, queries resolved within agreed deadline, supplier queries to be resolved etc.)
• Record unrecoverable costs (waived charges) properly and timely based on approval authority matrix.
• Propose process changes to remove unrecoverable costs (waived charges)
• Develop and maintain effective relationships with key stakeholder.
  
  

Resource Planning

• Prepare for backup system and manage workloads between team.
  
  

Identify additional team capacity and discuss with Customer Experience Manager to assist in departmental workload management.

Values

• Drive the Company values within the teams and act as a role model in their application.
  
  

Other Responsibilities

• Assist the Customer Experience Manager with process reviews.
• Drive effective process or systems implementations or project.
• Ad hoc projects/tasks as agreed with the Customer Experience Manager.
• Travel to the extent required.
• Meet customers/visitors as agreed with the Customer Experience Manager.
  
  

Requirement:

Experience: Prior experience in large Operations/Customer Service teams within the logistics sector is a plus.

At least 3 years of experience working in Logistics Industries with more than 1 years of experience working as a senior role.

Leadership experience of managing a team with more than 5 team members is preferrable

Technical Skills: Proficiency in FACT and MODS systems.

Policy Knowledge: Familiarity with Damco/Maersk policies and processes, including:

Customer Service Quality Standards, Quotation Standards, and Pricing Policy

Credit approval process, invoicing, and dunning

Forwarding products such as VAS, Insurance, etc.

Trade Lane Management, including procurement, allocation management, preferred carriers, and carrier charge structure

• Communication Skills:
  
  

Excellence: Outstanding communication skills with the ability to communicate confidently and effectively.

• Drive for Results:
  
  

Passion: A strong drive to achieve closures and deliver high-level customer service.

Organization: Exceptional organizational skills, especially under pressure.

Teamwork: A collaborative team player who works well with others to achieve business unit goals and fosters teamwork.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.

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SCM Customer Service Team Leader