Job Description

• To ensure high level of Customer Service efficiency is achieved and maintained within all areas of Region Asia, as well as increased Customer Service delivery to customers.
• Promote and encourage cooperation and team work within the Areas, Regions and between departments in order to bench mark and adopt best practices.

• Develop, monitor and analyze Customer Service Key Performance Indicators (i.e. Quality Promise) for the Areas and drive / provide recommendations for improvement measures.
• Support the improvement of customer defined benchmarks in the Areas.
• Support the regional Customer Service management with the implementation of process improvements/changes.
• Ensure timely information for Areas in regard to trade specific requirements and restrictions.
• Define and develop Quality promises and Digital targets, including customers in cooperation / consultation with the Areas Support of documentation management and processes linked to documentation performance.
• Ensure Area’s receive appropriate technical performance and customer service training.
• Provide regular recognition and constructive feedback to Areas as and when required.
• Ensure Hapag-Lloyd’s day to day customer service transactions are handled in a timely, accurate, and professional manner.
• Continually review and upgrade procedures to enhance the level of service provided to external and internal customers. Promote work process simplification initiatives.
• Implement standards and procedures to ensure Areas are providing timely, accurate and courteous responses to customer’s inquiries.
• Assist Area staff in solving problems by providing facilitation, support and arranging appropriate training.
• Develop an effective working relationship with the BSD department to jointly review and develop improvements in Customer Service processes. Job Description 2011.
• Visit key accounts to solve problems, facilitate improvements and provide support for Sales as and when required • Other duties as required from time to time as appropriate within the organization.

Additional Responsibilities:

• Promote ideas for work process simplification.
• Actively promote and participate in a customer focused team environment.
• Provide cover and assistance to other roles when staff are unavailable.
• Other duties as required from time to time as appropriate.

• Tertiary education, preferably in Business/Commerce with excellent working experience in Customer Service required.
• Knowledge of HL Business Systems / Process knowledge and experience required.
• Good project management skills with emphasis on successful project completion.
• Ability to handle multiple priorities and work under pressure.
• Ability to develop solutions together with internal parties.
• Excellent analytical and trouble shooting skills.
• Strong Communications.
• Windows Office software including Word, Excel and Powerpoint.