Hapag-Lloyd Customer Service Jobs in Accra
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Position Overview:
To assure and improve the effectiveness of the customer service operation, while meeting and/or exceeding customer expectations. Consciously establishes a culture that encourages customer focus, individual development, efficiency, collaboration, and creates an environment for process improvements. Upholds and ensures that all Hapag-Lloyd policies and procedures are followed and maintained.
Key Responsibilities:
- Liaise with Area offices and clients to provide first class levels of customer service.
- Ensure that managers and staff are maintaining department standards, measures and key performance indicators (KPIs) for customer service, striving for consistent improvement.
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- Coach and develop individual department managers and staff. Have regular performance reviews in line with company’s policy and Area Management requirement.
- Develop KPIs & OKRs to deliver on actionable insights for Customer Solutions teams as well manage day-to-day support to improve team performance and quality customer interactions
- Promote Digitalization and be the flag bearer of all digital initiatives to promote ease of doing business for customers.
- Assist managers with problem solving and provide guidelines regarding departmental and personnel related issues.
- Continually strive to reduce costs and create operational efficiencies within the Customer Service processes.
- Interact with the IT and BS department to resolve any system issue as they relate to Customer Service / Documentation areas.
- Assist local management in selection/hiring of staff.
- Strategically organize the Customer Solutions team to align resources and talent to meet organizational goals; includes hiring, coaching, retaining, and building internal career development to retain exceptional talent
- Maintain working knowledge of services as well as all governmental rules and regulations.
- Create an Area Office, QSC and GSC interdepartmental culture that encourages customer focus, efficiency,
- Work closely with other area Directors and managers on process improvement and communication flow.
- Ensure that all Customer Service deadlines are met.
- Maintenance and enforcement of Hapag-Lloyd’s Customer Service and documentation manuals.
- Monitor and maintain close contact with shared services in order to ensure customer service performance level is achieved.
- Drives changes in the department that enable the fulfillment of Hapag-Lloyd’s quality promises and delivery of superior value to our customers that in turn translates into high levels of customer satisfaction and high NPS results.
Qualifications:
- Vast experience in a shipping company or an adjacent industry.
- Proven leadership experience having successfully managed medium or large teams. Good ability to inspire and motivate people.
- Capability to fluently speak, read and write in English - any other additional languages such as French are a plus.
- High customer and results orientation coupled with outstanding communication skills.
- Knowledge of legal documents, international trade and business processes.
- Willingness to travel frequently.
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