Customer Service Manager.

Description

Hapag-Lloyd QSC Mauritius is growing. To support our expansion, we are recruiting a Customer Service Manager. Key responsibilities -Manage end-to-end customer service delivery for a dedicated (ring-fenced) customer portfolio. -Monitor, analyze, and improve customer service KPIs and performance outcomes, -Drive cross-functional collaboration to resolve operational and service issues. -Lead customer engagement activities (customer visits, weekly/monthly reviews) -Own escalation management and service recovery across relevant functions/verticals -Identify and drive service improvement initiatives to enhance customer experience Key tasks -Review customer survey results and implement action plans to improve customer satisfaction -Coach, develop, and motivate team members; conduct regular performance reviews -Communicate new requirements, processes, and procedures to the team and ensure adoption. -Review and balance workload across the team to ensure effective service delivery -Promote Hapag-Lloyd standards and ensure local manuals/guidelines are documented and maintained where applicable -Identify training needs and ensure all functional training requirements are recorded and completed -Participate in and support global/regional customer service projects and initiatives -Contribute to cross-functional meetings to address daily operational challenges and Our Shift timings are from 1 p.m. to 10 p.m.

Requirements

Requirements and Qualifications: -University degree or equivalent qualification -Minimum 7 years of professional experience (shipping/logistics/maritime preferred) -Minimum 3 years in a managerial role leading a customer service team of 10+ people -Strong communication and stakeholder management skills -Results-driven, proactive, and collaborative leadership style -Strong analytical skills with the ability to perform root-cause analysis, present insights, and drive continuous improvements. -Ability to work under pressure and manage competing priorities -Strong time management; goal- and deadline-driven -Commitment to continuous learning and personal development -Strong customer service experience (any industry) is mandatory -Shipping/maritime/forwarding experience is an advantage but not required -Flexibility to work adjusted hours when required by customer or country needs. Technical Skill sets: -Proficient in Microsoft Office (especially Excel and PowerPoint) -Project management experience is an advantage but not required -Experience with CRM tools is an advantage Language – Excellent written and spoken English and French