MSC (Mediterranean Shipping Company) Limited was set up in 2002 and is the local Agency for MSC (Mediterranean Shipping Company) S.A., based in Geneva. MSC is a global organization with offices in 155 countries and is a leader in global containerized shipping.
At MSC, we aim to be smart, hardworking, and ensure a pleasant and productive experience for our clients and employees. We are currently recruiting for the above role to join our positive, diverse, and supportive company. The successful candidate will be highly motivated, ambitious, and have a proven track record working in a fast-paced environment. The role represents a real opportunity for an individual who thrives in a dynamic, busy environment. As an integral part of a strong management team, the successful candidate will work closely with the managing director and all the department heads to ensure a customer-centric approach and develop a strong customer service function, developing the skills of our customer-facing colleagues. This is an opportunity for a motivated individual to put their stamp on our customer service function from the ground up.
Job Description
The successful applicant will be responsible for developing and managing the customer service function, with a view to bringing this to the forefront of the company and making this one of our key strengths as an organization.
The key tasks for the Customer Service Manager are as follows:
1. Overseeing the customer services function
2. Establishing customer service policies and procedures and ensuring best practices are implemented with a view to making MSC a leader in the Irish market
3. Design & Implement a Customer Centric Service Model – Create new ways of working that embed customer needs into every part of the business.
4. Training and guiding customer service representatives across our documentation and commercial teams in conjunction with the department heads, including training new hires as part of MSC’s onboarding process, fostering a customer-first mindset across the organization
5. Champion Customer Communication – Work across teams to develop effective messaging and outreach strategies.
6. Focusing on MSC’s customer service KPI’s and ensuring the global targets set by head office are met
7. Performing an annual review of our customer service function, with SWOT analysis and putting measures in place to mitigate any risks and take advantage of any opportunities
8. Setting local customer satisfaction targets and assisting the customer service representatives across our documentation and commercial teams in conjunction with the department heads to achieve these targets consistently
9. Ensuring interaction with our customers daily, answering their questions and directing them to the appropriate service for their needs
10. Capturing feedback from our customers using surveys and other means
11. Lead the other department heads with respect to difficult customer service cases
12. Meet regularly with our top customers for feedback, updating the CRM system
13. Manage our customer service application (Bridge) and liaise with our head office to ensure the application meets our local needs
14. Staying updated on developments in the customer service field
The successful Customer Service Manager will have the following skills and qualifications:
1. Experience in customer service. 5 to 7 years of experience in customer service with at least 3 years at management level.
2. Certificate in training desirable
3. Experience in delivering customer service training
4. Experience within the shipping industry is desirable
5. Demonstrates high level of customer satisfaction in previous position(s)
6. The ability to remain patient and calm during stressful situations
7. The ability to work well under severe pressure and to handle criticism well
8. Ability to apply analytical and investigative skills to resolve customer issues.
9. Ability to handle challenging support situations.
10. Ability to convey knowledge to others
11. Strong administration skills
12. Excellent verbal and written communication skills
13. Attention to detail
14. Strong report-writing and presentation skills, together with a familiarity with popular software packages such as Microsoft Office
15. Possesses outstanding organizational skills with a proven ability to manage tasks effectively and efficiently.
16. Self-motivation to use their initiative and to innovate when required
17. Experience in communication with management throughout the company
18. A bachelor’s degree or higher in a business-related discipline
19. Full clean driving license.
What can you expect from MSC?
1. Competitive salary
2. Full training in the role
3. Supportive environment
4. Pension - 8% of base salary (eligible to join after 6 month probationary period)
5. Health Insurance (after 6 month probation period)
6. Access to in-house and relevant external training
7. 21 days annual leave initially, rising to a maximum of 25 days.
8. Access to an Employee Assistance Programme
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