Customer Care Manager

YOUR POSITION:


Oversee and coordinate all Customer Care functions (Customer service, Booking, Specialized desk, Cargo readiness, Centralized service delivery) to ensure service levels meet customer expectations while aligning with Group interests.


MAIN RESPONSIBILITIES:


Formulate Customer care strategy in collaboration with Sales.
Supervise and coordinate Customer care activities according to target KPIs and implement measures to enhance performance.
Guarantee implementation of Group processes and procedures within your scope.
Assist with Group project implementation and new tool deployment.
Manage all Service Delivery activities, cargo readiness, booking and customer service.
Foster and maintain customer loyalty. Commit to long-term development of your external network.
Ensure client invoicing complies with commercial contracts, international guidelines, exchange rates, applicable taxes, and types of services provided.
Monitor Voice of Customer metrics (NPS, CSAT, Pulse, CJM, …)
Spearhead agency transformation as per group strategy (customer care projects, tools, people…)


IDEAL CANDIDATE PROFILE:


Postgraduate degree (+5 years) in Business, Management or Logistics with a minimum of 8 years of professional experience in a similar role in marine/shipping/transport within an international setting.
Strong motivation, autonomy, and leadership skills coupled with excellent interpersonal and communication abilities. Customer-oriented with the capacity to adapt to change and introduce innovation to the business.
Demonstrate strong analytical skills and a comprehensive understanding of Customer Service processes, documentation, and security initiatives.
Clear grasp of Group Policies & procedures.
Fluent in English, proficient in computer tools and well-versed in IT applications.



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