ZIM VIETNAM LLC

We are looking for an experienced Import-Export Customer Service Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

*Responsibilities:
- Manage the day-to-day operation of the site, ensuring all required services are in place, to ensure the smooth operational running of the Customer Service team in charge.
- Analyses statistics and compile accurate reports & Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

* Customer Satisfaction and Retention (40%)
• Lead and supervise day-to-day operations in all customer service activities to ensure customers are satisfied with a clear explanation and given solution; respond to customer service issues in a timely manner.
• Ensure a strong focus on Customer Service Competencies development and quality in order to delight customers, enabled by effective coaching and performance feedback structures.
• Create, implement, and develop effective customer service procedures, policies, and standards.
• Provide guidance to build up necessary Process/ Working Instruction(s) for Customer Service Team
• Join and provide inputs to improve current SOPs & working flows.

* People Management (40%)
● Communicate and monitor clear individual performance objectives and service standards.
● Ensure coaching and feedback is focused on the key accountabilities of customer satisfaction and business results.
● Encourage employees to take ownership of customer satisfaction.
● Analyze daily/weekly/monthly/quarterly performance data and reports against standards of quality and productivity.
● Support the Customer Experience leadership development and succession planning programmes by actively identifying the high potentials.
● At anytime and anywhere set the example and perform the activities whilst displaying the behaviours that are designed to deliver a distinctive Customer Experience.
● Encourage, motivate and monitor employee adherence to these activities and behaviours.

* E-commerce (20%)
● Follow E-commerce usage by customers, and to promote e-commerce to meet KPI