We are looking for a self-driven and experienced Head of Customer Service for one of our shipping clients. This incumbent will be responsible for driving operational excellence, enhancing customer satisfaction, lead and manage the Customer Service team in delivering an exceptional customer experience aligned with the company’s strategic objectives. The Head of Customer Service will work closely with internal and external stakeholders to ensure the seamless delivery of customer-centric solutions while fostering a high-performing and engaged team.
Key Responsibilities:
- Lead the Customer Service team to ensure high levels of customer satisfaction and operational efficiency.
- Develop and implement strategies to enhance customer experience and drive alignment with the company’s global standards.
- Establish and monitor key performance indicators (KPIs) to measure and improve service quality, productivity, and customer satisfaction (e.g., NPS, case resolution time).
- Oversee the resolution of customer inquiries and disputes, ensuring timely and effective outcomes.
- Collaborate with Sales and Operations teams to ensure seamless end-to-end service delivery.
- Implement and govern Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) to ensure consistency and compliance in service delivery.
- Drive the adoption of digital tools and solutions to enhance service efficiency and customer engagement.
- Identify and implement process improvements to optimize team performance and operational workflows.
Qualifications:
- Bachelor’s degree in Business Administration, Computer Science, Information Technology or a related field.
- Minimum 10 years of experience in customer service, preferably in the shipping or logistics industry.
- Proven track record of leading and managing teams of 10 or more members, with a hands-on approach.
- Strong understanding of customer service operations, systems, and performance metrics.
- Expertise in customer service management, including issue resolution and process optimization.
- Proficiency in using customer relationship management (CRM) and digital tools as well as experience in implementing CRM projects
- Strong stakeholder management and engagement skills.
We regret that only shortlisted candidates will be notified. Thank you for your understanding!
