Job Description

We are a Japanese owned shipping company with our HQ located in Shah Alam, Selangor and 2 branches located in Penang & Johor Bahru respectively. You can browse for our company at https://my.one-line.com/ or https://www.one-line.com/ We are currently hiring a Customer Service Manager for our Shah Alam office. This position will be accountable for: Customer Service Management

• Coordinate, delegate and manage day-to-day operations to achieve organization\xe2\x80\x99s vision and goals.
• Support General Manager in providing direction of Customer Service team including ideas to improve efficiency of front office operations.
• Establish and develop SOPs and processes for regular audit to support company\xe2\x80\x99s compliance standards.
• Improve customer service experience.
• Take ownership of customers issues and ensure prompt resolution.
• Develop customer service procedures, policies and standards.
• Manage customer complaints professionally with a preferable solution and outcome to both parties.
• Organize team meeting to review current issues and highlight any issues required improvement for service betterment
• Review SOPs monthly to ensure effectiveness for customers.
• Meet departmental KPIs

People Management

• Supervise and motivate team for continued delivery of quality service.
• Train and coach if necessary, to maintain desired level of job performance.
• Counsel to address any team or employee grievances.
• Delegate tasks to ensure fair distribution of work.
• Promote ONE value system and ONE spirit.

OTHERS

• To carry out any other assignments within the scope of the Department function as and when required

Qualification: Advanced Diploma or Degree in Management, Business Studies or Communications preferred, or an equivalent combination of education, training and experience. Years of Experience: Minimum 8 years working experience in shipping and logistics related industry, and 2 years supervisory experience. Special Requirement/Skills: Good interpersonal and communication skills. Proven leadership experience. Proficient in written and spoken English and MS Office applications. Self-motivated as well as able to motivate team. Team player. Independent. Proactive and Innovative. Able to accomplish all jobs effectively, efficiently and within deadline. Familiar with fundamentals of shipping and, rules and regulations of Bills of Lading.

Interested candidates please submit your application through Jobstore.com