Deskripsi pekerjaan
Service Delivery Manager
Tanggung jawab: a. Deliver excellent incident (case) management as per Service Level commitment; b. Managing the team day to day to meet KPIs; c. Conduct regular Reviews with internals departments (GBS, Sales, Lines, Finance,…) to deliver any improvement or address any risk; d. Engage with internal departments (GBS, Sales, Lines, Finance,…) for better resolution time & process; e. Effective management and escalation of unresolved customer technical problems; f. Motivate and develop your team to provide the best service; KEY PERFORMANCE INDICATORS :; a. Customer Satisfaction (NPS & TPS survey results) for service deliverables; b. Transactional Case Resolution TAT; c. Booking TAT; d. Draft BL TAT; e. Dispute Resolution TAT.
Kualifikasi: a. Strong knowledge in Shipping Industry (minimum 5 years of experience); b. 5+ years in a Service Delivery team; c. 2-4 years of manager and supervisory expereince; d. Management Skills; e. Commitment in delivering the best Customer Experience; f. Must be able to prioritize work effectively and manage time efficiently; g. Great communication skills; h. Analytical & Reporting aptitude (Data, Qliksense).
Tanggung jawab
- a. Deliver excellent incident (case) management as per Service Level commitment
- b. Managing the team day to day to meet KPIs
- c. Conduct regular Reviews with internals departments (GBS, Sales, Lines, Finance,…) to deliver any improvement or address any risk
- d. Engage with internal departments (GBS, Sales, Lines, Finance,…) for better resolution time & process
- e. Effective management and escalation of unresolved customer technical problems
- f. Motivate and develop your team to provide the best service
- KEY PERFORMANCE INDICATORS :
- a. Customer Satisfaction (NPS & TPS survey results) for service deliverables
- b. Transactional Case Resolution TAT
- c. Booking TAT
- d. Draft BL TAT
- e. Dispute Resolution TAT
Kualifikasi
- a. Strong knowledge in Shipping Industry (minimum 5 years of experience)
- b. 5+ years in a Service Delivery team
- c. 2-4 years of manager and supervisory expereince
- d. Management Skills
- e. Commitment in delivering the best Customer Experience
- f. Must be able to prioritize work effectively and manage time efficiently
- g. Great communication skills
- h. Analytical & Reporting aptitude (Data, Qliksense)
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Gaji
- Negosiasi