The Role
Leads a customer service team by managing performance, coaching employees, monitoring queues, resolving process issues, supporting training, and maintaining service quality and KPI achievement. The role requires developing team capabilities, participating in production activities, adapting to process changes, and collaborating across a multicultural environment. Occasional overseas travel may be required.
Summary Generated by Built In
Are you passionate about driving client success and building lasting relationships? We are seeking a motivated and skilled Customer Experience to join our team. In this role, you’ll excel at managing teams that are involved in handling customer inquiries, supporting business growth, and ensuring client satisfaction through exceptional service and clear communication. A strong focus on achieving challenging goals with dedication and effort is essential in this role.
What You'll Do…
- Team Leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving.
- Assist in monitoring the queues/pipeline, conducting huddles/refreshers on updates /subject matter, assist the team with any process-related queries.
- Develop/Maintain proficiency in his or her subject and guide other colleagues on the tasks to ensure the output is accurate.
- Engage in Production from time to time to stay abreast of the knowledgebase and ever-changing process dynamics.
- To accept direction/responsibility and maintain performance levels as per the Key Performance Indicators (KPI) assigned by the organisation.
- Consults with others on problems and activities; collects information from a range of sources to assist and guide job activities; asks effective questions to obtain information to help him/her perform their job.
- Aggressively pursues challenging goals and objectives; strong will to put in considerable time and effort to accomplish objectives; takes a highly focused, goal driven approach toward work.
- Invests time and resources into building the capabilities of team members; helps people define career goals and establish development plans to achieve them; gives people constructive, developmental feedback and advice.
What You’ll Need…
This opportunity is suitable for proactive talents with good innovative skills and has met the following requirements:
- At least a bachelor’s degree in any stream.
- 4-7 years of experience with a minimum of 2 years in People Management role.
- MUST be willing to work in all shifts and multicultural working environment.
- Experience of transition handling is preferred.
- Ability to perform multiple tasks concurrently and meet deadlines.
- Demonstrate attitude for learning/Innovation and apply to solve problem in system.
- Able to work under pressure, positive attitude towards teamwork and good responsibility.
- Travel overseas may be required on occasion as per business need.
Here’s What We Offer …
At Shipco-IT, we pride ourselves on our vibrant and supportive culture.
- Exciting Work Culture: Join our friendly, supportive team and start making a difference from day one
- Innovate Logistics: Help improve global efficiency and shape the future of logistics
- Collaborative Environment: Work with leaders in the industry in a creative and open culture
- Growth Opportunities: Reach your full potential with abundant professional and personal development options
- Competitive Compensation: Earn a salary that reflects your skills and expertise
- Awards and Recognition: For outstanding performance or significant contributions to the company's success
Join Shipco-IT and be part of a team that’s shaping the future of the transportation and logistics industry.
Visit us at www.shipco-it.com / www.shipco.com follow us on LinkedIn
About
Scan-Group is the holding firm for a group of companies spanning the shipping and logistics, technology, and leisure industry with its headquarters in Copenhagen, Denmark. The firm is private and 100% Danish-owned with a strong presence in Asia, Europe, and North America.
Skills Required
- Bachelor’s degree in any field
- 4–7 years of professional experience
- At least 2 years of people management experience
- Willingness to work all shifts
- Ability to work in a multicultural environment
- Ability to manage multiple tasks and meet deadlines
- Problem-solving and innovation skills
- Ability to work under pressure and collaborate effectively
- Experience handling transitions
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The Company
What We Do
SCAN Group is a mission-driven healthcare organization dedicated to improving the health and independence of older adults. It operates SCAN Health Plan, one of the nation's largest not-for-profit Medicare Advantage plans, and invests in innovative care delivery models, such as the PACE (Program for All-Inclusive Care for the Elderly) model, to provide comprehensive, integrated care for vulnerable seniors in their homes and communities.
