Customer Success Supervisor

Customer Success Supervisor

The Customer Success Supervisor is responsible for local implementation of the company's strategic goals & projects that help our customers get the most out of our service offering and deliver a customer experience that differentiates Swire Shipping from the competition. The role will partner externally with customers and internally with other functional supervisors to ensure a customer-centric approach in service delivery is always at the forefront of what we do. Importantly the role will lead with a continuous improvement and innovation mindset to develop high-performing regional / country customer success teams that make interactions effortless and personal for our customers.

Role Accountabilities

Customer Service Success :

• Responsible for Swire Shipping's quote to cash activities within geographical areas defined, leading the export, import and other teams, as required.
• Accountable for overall customer success and satisfaction regarding customer service and support for own and 3rd party agents, ensuring the achievement of NPS and CSAT targets.
• Design and implement strategies for improving customer service experience to deliver customer satisfaction and drive organic growth.
• Design and implement processes, systems, and training & development framework to improve the efficiency of the Customer Success teams' ability to deliver value to customers and the business.
• Take a role in developing and implementing the "Swire Way of Working" (SWOW) in service processes, procedures, policies and standards.
• Handle major incidents (as defined by magnitude of issue, importance of customer, etc.)

Reporting and Cost Control :

Developing the People and Function :

Crisis Management :