Regional Customer Service Supervisor

Main Purpose of the Role:

The Regional Customer Service Supervisor is responsible for promoting high-level customer service, fostering awareness, and encouraging a customer-centric approach across the region's countries focusing on continuously improving service quality, efficiency, and customer experience within each country’s Customer Service (CS) Teams. He/she will act as a main focal point between the HO units & the Region’s countries CS Teams

• Ensure the successful implementation of global and local initiatives in alignment with the company’s vision and goals by promoting service processes and projects derived from the global CS service plan, and verifying their smooth execution within the countries, meeting both global service standards and local needs.

• Collaborate with both CS teams and supportive GSS Teams to ensure that all service KPIs are met across the countries. Identify opportunities for improvement, define action items, and actively promote these initiatives.

• Assist in resolving bottlenecks and escalations between the region’s countries and other countries or departments.

• Regularly ensure a high level of readiness to respond to cyber events.

Main Tasks:

• Analyze data to identify service failures and opportunities to improve customer satisfaction in the region.
• Guide and support the region's CS Teams and relevant GSS Teams in improving service awareness, quality, and performance.
• Analyze key operational factors to identify improvement points & offer opportunities for improvement. Support the Countries’ CS Teams and relevant GSS Teams in examining & defining the actions required to meet the CS targets
• Challenge existing processes and activities of the country’s Customer Service & the supportive GSS team to ensure we are as standard and efficient as possible.
• Work in cooperation with Countries, GSS and with different ZIM Countries & Departments to define, implement & monitor new local and global processes aiming to improve effectiveness, efficiency, and quality.
• Monitor and support the implementation of new processes to ensure successful roll-out of global and local initiatives in compliance with the company’s vision and goals.
• Support the implementation of CS systems in the countries
• Identify and act with the countries and HO to promote required enhancement to improve CS Teams users & customers’ satisfaction.
• Act to increase E-Commerce & digital tools adaptation among the regional countries while aiming for cost effective, fast, and accurate service.

REQUIREMENTS

Education: A first degree in Industrial management, business management or in a related discipline

Prior experience: 3 years in the field of customer service

Experience working in service call centers

Proficient in Excel and PowerPoint

Experience working in a global shipping company- Advantage