MCC Customer Service (Tsingtao) – Team Leader
The Maersk Group
China
17天前

We offer

In this position, the incumbent will have an opportunity to acquire skills and knowledge in the following areas :

  • Training
  • Process mapping, establishing and process management
  • Intra-Asia trade knowledge
  • Stakeholder management
  • Key responsibilities

  • Actively involved in the roll out of the execution of processes to be handled by the CS Team located in Tsingtao (CSTT).
  • Act as expert for Customer Service SOPs and systems.
  • Take accountability to map processes for each country as part of roll out.
  • Seek every opportunity to standardize and fine-tune the processes handled by the CSTT with zero negative impact to customer experience.
  • Ensure sufficient training / coaching is delivered to front line team members so that they are capable to handle processes accurately, completely and timely.
  • Effective performance management skills to ensure team member deliver on agreed SLAs.
  • Work carefully and cautiously to avoid any potential service failures, risk and claims that will affect customer experience.
  • Effectively collaborate with countries to ensure processes are handled optimally and per agreed processes, policies and guidelines.
  • Actively seek feedback from MCC countries and have regular performance review operating system with MCC countries.
  • Exercise due diligence in all matters.
  • We are looking for

  • Good command of English, both oral and written / oral
  • Able to take charge and lead
  • Strong shipping background (3-5 years’ experience in shipping industry)
  • Strong ownership mindset
  • Results oriented
  • Proficient in Excel, Powerpoint and other MS Office programs
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