Customer Service Manager - Doha, دولة قطر - CC Staffing International

وصف

• Direct and manage all activities related to delivery of effective customer service
• Liaise with Team Supervisors and their teams to assure best customer experience
• Responsible for department P&L results
• Lead business development and execution of growth plans
• Arrange department structure according to requirements to assure smooth operations
• Define objectives, SMART targets and track performance of assigned team
• Assign shipments and provide necessary support and training to the team
• Identify business opportunities by identifying prospects, researching and analyzing cargo options.
• Drive relationships with clients by providing support, information and positive customer service experience
• Identify and implement potential service improvements or new services by considering current industry trends and market activities
• Share best practices, organize training and facilitate development of the assigned team
• Identify potential gaps in process and implement CAPA in collaboration with other stakeholders
• Lead and role model a customer focused mindset across organization
• Maintain close relationship with clients and provide KPI reports according to their requirements
• Responsible for Monthly and Quarterly Business Review meetings with clients
• Control quality service by establishing and enforcing organization standards
• Build and own relationships with key partners and subcontractors

• High School diploma or higher
• Strong interpersonal skills with desire to help develop others
• Exceptional management and communication skills
• Previous experience of at least 57 years from a senior freight forwarding role is necessary
• Proven experience in freight forwarding in GCC region
• Excellent knowledge of air, ocean and road products
• Knowledge of English language is necessary (Arabic is an advantage)
• Experience with personal effect shipments is an advantage
• Strong dispute and complaint resolution abilities
• Flexibility on working time