Counter Documentation Supervisor

THE ROLE :

Service Delivery Team Leader (Counter Documentation Supervisor) is instrumental in ensuring that Service Delivery tasks (Counter) are completed efficiently to meet customer requirements and adhere strictly to Group processes and local legal requirements.

JOB RESPONSIBILITIES

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

QUALIFICATIONS AND PROFILE:

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 experience

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)