Leads and manages Standard, Advanced, and Premium Customer Service operations to ensure excellent customer experience, SLA compliance, and operational excellence.
Focuses on strengthening customer relationships, efficient case management, and continuous service improvement.
Oversee end-to-end customer service operations ensuring SLA and quality compliance.
Manage case handling, prioritization, and escalation resolution.
Lead Customer Service teams with coaching, performance monitoring, and workload management.
Ensure achievement of KPIs including FCR, TAT, TPS, NPS, and service levels.
Maintain strong customer relationships through proactive engagement and service recovery.
Coordinate with internal stakeholders (Operations, Commercial, GBS, HO, SSC) and drive continuous improvement, digital adoption, and value-added service initiatives.

10–15 years’ experience in liner shipping / customer service operations
Strong leadership and team management experience
Master’s degree / MBA or equivalent
Strong knowledge of SLA/KPI management, case handling systems, and shipping operations

Senior Customer Service Supervisor

Key skills