Customer Service Manager, based at Mumbai

About the Role

We are seeking a dynamic and experienced Manager – Customer Service to lead our customer service department. The ideal candidate will bring 10-12 years of relevant experience, strong leadership capabilities, and a passion for delivering exceptional customer experiences. Must have complete knowledge of the day to day working of the Container Liner Shipping .

Key Responsibilities

• Lead and manage the customer service team to meet customer expectations
• Ensure timely and accurate updates of customer data and communications.
• Build and maintain strong relationships with key customers and stakeholders
• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution
• Collaborate with other departments to to ensure seamless service delivery.
• Drive customer satisfaction and proactively work towards achieving customer delight.
• Identify potential sales leads and collaborate with the Sales team to convert opportunities.
• Will need to correspond / communicate with various Transshipment ports and PODs and trade teams to help support Customer resolutions etc.
• Maintain service quality standards and resolve customer issues with professionalism.

Candidate Profile

• Graduate / Post Graduate in any discipline.
• 10-12 years of experience in a similar capacity within Liner Shipping
• Proven ability to lead and manage teams.
• Excellent written and verbal communication skills.
• Strong coordination and interpersonal skills.
• Proactive, customer-focused mindset with problem-solving abilities.
• Comfortable working in a fast-paced, deadline-driven environment.