Assistant Manager - Customer Service

Job Description

Take full ownership in providing solutions and take the lead in resolving end to end process issues such as cross functional issues related to clients.
Lead the team to drive continuous improvement, monitor team performance against KPIs and targets and take corrective actions as required. Actively support implementation of global initiatives
Act as a role model by representing the voice of the customers throughout the organisation whilst protecting the company’s interests
Maintain close and direct contact, including face to face visits, with key customers further developing relationship and business opportunities
Actively work together with other functions especially Sales/Equipment/Agencies to ensure the easiest and most professional experience possible for Milaha customers
Ensure quick reaction to any rate enquiry (within 24 hours); especially in the highly competitive segments where rate changes are frequent and long reaction time may result in the risk of losing business
Develop and maintain customer and competitor profiles in order to promptly identify any change in business/service pattern in order to maintain an updated customer base
Monitor and communicate competitor loading vs Milaha loadings in key sectors and develop action plans to recover any lost market share
Establish mainline profiles / services. Develop and maintain service sheet and ensure all Milaha Feeder information on Milaha internal and external web site is constantly updated
Manage full alignment between sales and customer service teams to ensure any existing or new business is properly supported
Ensure all agents are fully aligned with Milaha customer service direction to streamline services provided within Milaha network
Communicate with the Line Manager with regards to all customer service activities in order to execute the management strategies and hit the targets
Display the highest level of verbal and written communication to our customers and promote customer service ‘best practice’ at all times
Provide recommendations on new subordinate hires and ensure the availability of all resources required to perform assigned tasks and activities
Supervise subordinate staff, assign work activities, monitor performance and review results
Act as a coach to subordinates, identify their training and career development, recommend training courses and follow-up on their personnel records such as timesheets, discipline, vacations, leaves and absenteeism
Perform other duties as assigned