ZIM Integrated Shipping Services - Manager - Customer Service - Shipping (8-15 Yrs) Mumbai (After-Sales/Customer Service)

We are an 80-year-old Shipping MNC, ranking among top 10 globally.At Zim India, we are looking for Customer Service Booking Manager with the below key roles & responsibilities:The Customer Service Booking Representative is in charge of handling all Booking related calls and e-mails from customers according to the defined SLA.The Customer Service Booking Representative will handle all customers requests from A-Z and will be in charge of handling all issues with all relevant interfacesResponsibilities :- Provide an excellent service experience to ZIM s customers - Effectively manage incoming calls and e-mails - Identify and assess customers needs to achieve satisfaction- Provide accurate, valid and complete information by using the correct methods/tools- Handle inquiries, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution- Follow communication procedures, guidelines, policies & defined SLAs- Make the extra effort to engage customers- Deal with complicated queries until a complete & final solution is achieved- Work with multiple remote interfaces in order to promote the response to the customer - Meet personal/team targets Behavioral Characteristics Requirements:- Customer orientation and ability to adapt/respond to different types of characters- Strong personal skills and active listening abilities - Excellent communication skills- Ability to multi-task, prioritize, and manage time effectively- Good interpersonal skills & assertiveness- Ability to thoroughly investigate complex cases by going into details- Ability to manage multiple tasks and maintain concentration and accuracy - Ability to work on multiple systems- Fluent English - reading and writing- Team playerOther:- Subordination: Customer Service Booking supervisor - Service Team, other departments in the agency, other agencies, GSS - Required systems: Finesse, CRM, iqship, ZIM s portal, ZIM formationAcademic education : Minimum Graduate- Minimum 8 to 15 year in Shipping- Good Communication Skills (ref:updazz.com)

Payroll Type : Permanent