天津招聘

Qingdao Customer Service Manager – Global Shipping Company
Do you want to be part of a world-class customer service management team, and be a leader to a team of young and passionate customer service professionals? Do you have the drive to instil a customer focus in the all the transactions and dealings with our customers? Can you ensure that a customer first mindset is in place in the team that you will lead?

As a team manager, you will use your experience to inspire your team to improve processes to meet our customer needs. You will drive one of our key differentiators in the marketplace, ease of business, and see our colleagues work with a customer first mindset. In addition to the exciting professional challenges, you will be offered significant internal and external stakeholder exposure, thus providing you with great opportunities for professional growth and international career.

Responsibilities:
? In Driving the business, take responsibility for understanding the wider business goals and seek to understand own role in achieving of them.
? In Capacity to handle change, receive change with positive mindset; see changes as opportunity rather than challenge. Act as a change agent to influence people around. Through role modelling, leadership and coaching develop a professional and customer focused customer service team. Drive for continuous efficiency improvements for the team.
? Monitor, review and provide feedback to sales team on customer performance.
? Select, hire, coach and develop direct reports and participate in selection of the customer service staff.
? Hold all direct reports accountable for team KPI’s and key objectives.
? Be responsible for competence development of direct reports.
? Resolve cross-team and cross-functional issues with strong ownership.
? Resolve end to end process conflicts with other counter parts.
? Regular or ad-hoc joint sales call with sales team when needed.
? Get personally involved in service recovery for major service failures

Qualification:
> Customer Focus:
? Ensure that customers feel trust, cared for and pleased; and they have confidence in our ability to represent their best interests regardless of the circumstance.
? Be a role model for representing the voice of the customer throughout the organisation whilst protecting group’s interests.
> Communication & Building Relationships:
? Actively work together with other functions to ensure the easiest and most professional experience possible to our customers.
? Effectively communicate in English by speaking, writing and presenting.
> People Leadership
? Seek and give feedback on performance in order to learn from past experiences working together as a team to ensure all members reach their full potential.
? Provide regular coaching to direct reports enabling leadership pipeline development and personal growth of team members
> Experience in Customer Service
? Minimum 5 years’ relevant leadership experience in any customer service position.
? 3-8 years CS experience in shipping, freight forwarding company, familiar with the ocean freight business


If you are interested in this position, please send your CV to mike.feng@access-people.com

安普丹华国际咨询（北京）有限公司诚聘