Job Type:
Full Time
Education: B.Com/ BBA/ MBA/ M.Com/ B.Sc/ M.Sc/ B.Tech/ M.Tech/ BE/ ME and All Graduats
Skills:
Python, .net, React Native, Django, Javascript, HTML, CSS, Typescript, Communication Skills, Power Bi, Numpy Pandas, Sql, machine learning, Data Analysis, Coimbatore, Data Science, Java, Adobe XD, Figma, php, wordpress, Artificial Intelligence, Excel
Job Title: Manager – Liner Support
Reporting to: Sr. Manager Support
Division/Department: Liner Support
Location: Vikhroli, Mumbai
Experience: Minimum 2 years
Education: Post Graduation / Graduation in BA or Logistics or related field
Language: English
Job Description:
We are seeking a Manager – Liner Support with proven experience in customer service management, preferably in the shipping or logistics industry. The successful candidate will be responsible for leading a team of customer service representatives, ensuring timely and efficient resolution of client inquiries, and maintaining strong relationships across multiple countries.
Key Responsibilities:
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Team Leadership & Management:
- Lead, mentor, and motivate a team of customer service representatives handling inquiries from shipping lines across various countries.
- Provide guidance, training, and performance feedback to ensure team members meet or exceed service level standards.
- Foster a high-performance culture through ongoing coaching, performance reviews, and skill development.
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Client Relationship Management:
- Serve as the primary point of contact for clients, addressing their inquiries, resolving issues, and maintaining strong relationships.
- Coordinate with internal departments (Implementation, Development, Tech, Finance, Sales) to ensure timely resolution of issues.
- Proactively identify opportunities to enhance customer satisfaction and loyalty through personalized service and proactive communication.
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Service Improvement & Operational Efficiency:
- Develop and implement service policies, procedures, and best practices to streamline operations and improve efficiency.
- Monitor and analyze service metrics, such as response times, resolution rates, and satisfaction scores, to identify areas for improvement.
- Implement corrective actions and collaborate with cross-functional teams to optimize processes, systems, and tools for enhanced customer experience.
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Oversee Global Operations:
- Ensure consistency in service delivery and adherence to global standards across operations in various countries.
- Maintain operational alignment with company goals and strategies for service excellence.
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Strategic Reporting & Communication:
- Communicate regularly with senior management, providing updates on customer service performance, key issues, and strategic initiatives.
- Prepare and present comprehensive reports, analysis, and recommendations to support decision-making and drive continuous improvement efforts.
Required Skills & Qualifications:
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Proven Customer Service Management Experience:
- Minimum 2 years of experience in customer service management, preferably within the shipping or logistics industry.
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Leadership Skills:
- Strong leadership skills with the ability to inspire and motivate teams to achieve goals and maintain high service standards.
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Excellent Communication Skills:
- Proficiency in English with excellent verbal and written communication skills, capable of managing client relationships and leading a team.
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Strategic Thinking:
- Ability to analyze data, identify trends, and develop actionable insights to improve service delivery.
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Proficiency in CRM & Service Management Tools:
- Proficient in CRM software and relevant tools for managing customer interactions and performance metrics.
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Global Operations Management:
- Ability to work across different time zones and oversee operations in multiple countries to ensure consistency in service standards.
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Flexibility and Willingness to Travel:
- Flexibility to work across different time zones and readiness to travel as per the business needs.
Behavioral Competencies:
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Customer-Centric Mindset:
- Passionate about providing exceptional service and fostering long-term customer relationships.
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Problem-Solving:
- Strong analytical and problem-solving abilities, ensuring that customer issues are addressed in a timely and effective manner.
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Decision-Making & Accountability:
- Ability to make informed decisions and take ownership of customer service outcomes.
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Interpersonal & Negotiation Skills:
- Effective at building relationships, resolving conflicts, and negotiating with clients and internal teams.
Why Join Us?
- Opportunity to lead a high-performing team in a dynamic and fast-paced environment.
- Exposure to international operations, with a focus on service excellence.
- Collaborative work culture with opportunities for professional growth and development.
