Customer Care Manager - Cebu
Kuehne+Nagel
Date: 5 days ago
City: Cebu City
Contract type: Full time
You will be joining our Customer Care Team to add your leadership expertise + skills to the delivery of Customer Excellence.
Your Role
You will be leading, directing and optimizing your local customer care team (CCL) to continuously provide customer excellence and sustainable growth across your scope of responsibility. Utilizing your strong forwarding + market knowledge, you will drive service improvement activities, to ensure customer satisfaction with our products, services and features.
Your Responsibilities
Your Role
You will be leading, directing and optimizing your local customer care team (CCL) to continuously provide customer excellence and sustainable growth across your scope of responsibility. Utilizing your strong forwarding + market knowledge, you will drive service improvement activities, to ensure customer satisfaction with our products, services and features.
Your Responsibilities
- To focus on customer engagement, satisfaction, retention + reactivation through high levels of service quality and close collaboration with operational + commercial key stakeholders, along with sea logistics management to optimize the customer experience.
- To own, monitor + drive all sales activities.
- To ensure best-in-class customer onboarding.
- To focus on continuous improvement of processes + controls ensuring complete + correct customer contact data, service data + changes in our systems including customer reporting for SME customers.
- To actively manage interfaces + the exchange of information, knowledge + data with your team+ other stakeholders involved to ensure effective, efficient shipment management.
- To focus on continuous improvement of processes + controls, including customer complaint management, aiming for a consistent delivery against the customer promise.
- To ensure close cooperation with the Operational Care Center (OCC) to optimize customer experience.
- To ensure delivery against all financial targets + strategic objectives of your CCL.
- To ensure delivery against financial target + strategic objectives across CCL.
- To own, monitor + drive all sales activities of the field + inside sales organization.
- To focus on customer facing activities + be actively involved in the generation of sustainable new business opportunities with a clear focus on SME.
- To align the sales efforts with Pricing + Sea Logistics Business Development teams, including pricing decisions.
- To monitor competitor activity by gathering+ communicating current information on pricing + products.
- To regularly review customer portfolios with the CCL Managers + Teams.
- To focus on customer engagement, satisfaction, retention + reactivation through high levels of service quality in close collaboration with the CCLs
- Graduate of Bachelor's degree of any related course.
- Possesses strong leadership skills + focus on customer + stakeholder relationships
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