ZIM Integrated Shipping Services (New Zealand) Looking for Customer Service Assistant Manager at Auckland CBD, Auckland Full Time

We are always looking to grow our teams with talented people! Join our expanding team NOW!

Key Responsibilities

• Clearly identify the priorities and deadlines in each section and ensure they are achieved, noting the constraints that operational requirements and procedures may present and the importance of customer service to the long term relationship with the customer
• Monitor Customer Service Team to enhance service of ZIM and GSL and motivate CS team person to upgrade own skill
• Conduct new customer onboarding timely and with quality to ensure smooth work relationship and good customer service experience for ZIM customers
• Input correct rate of cargo to IQSHIP
• Implement the auto rating and have the KPI achieve the globe target 75%
• Check the request from shipper & pod, sales and ask Doc Center to issue m/c and update system
• Check GMR report and update system on time
• Assessing risk and making sound recommendation and solution to satisfy customer’s need
• Acting as a focal point for customer services issues and working closely with the regional customer services team
• Ensure that staffs are properly motivated, trained, conversant with systems, procedures and legislation, and thus have the ability and flexibility to be moved between functions within the department to ensure an even distribution of workload and avoid unnecessary peaks
• Maintain high standards of professional and technical knowledge through training, teamwork, and an awareness of market developments. Ensure an awareness of all appropriate legislation and regulations governing the movement of cargo and the documentation relevant to it
• Establishing relationships and managing the teams according to ZIM’s policy
• Managing and improving working process and enhance CSV service level in meeting customer’s changing needs
• Drive e-commerce usage/promotion

Who we are looking for

• College education
• 4 years related work experience 
• Knowledge of customer service processes and contact centers
• People Management Experience
• High quality & knowledge on shipping