Specialist/Manager, Regional Customer Service, Singapore

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. Responsibilities: 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. Qualification: 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.