To be the SPOC and represent the company in all customers related tasks.
To provide overall management and leadership of the customer service team focusing on implementing strategic plans to increase the efficiency of services and increase customer satisfaction.
Collecting and analyzing data to make service assessments and coordinate with internal and external stakeholders such as operation, commercial, finance, and port authorities to achieve company objectives toward excellent customers.
RESPONSIBILITIES
Creates reports and monitors the performance metrics for the customer service area.
Leads identify and implements customer service process improvements for customer service function as well as other departments when necessary.
Handles more complex customer issues as well as escalated via phone calls and walk-in.
Maintains customer satisfaction by providing problem-solving resources and answering customers? questions.
Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.
Communicates job expectations to other employees, manages staff schedule, KPI and evaluates the performance.
Enforces the staff to comply with company policies, procedures.
Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics with the analysis needed.
Determines customer service requirements by maintaining face-to-face contact with customers and manage front-desk team environments.
Conducts surveys and forms focus groups and comes up with corrective action as a result of the surveys.
