Customer Solutions Manager

OVERVIEW

Position

Customer Solutions Manager

Job Code

Manager

Reports to

Planning and Service Delivery Manager

Direct Reports

4 leads

Division/Section

Port/Sea Mobility

Department

Port Corporate

Sector

OXAGON/Sea Mobility

Job Family

Role Purpose

• To lead and empower a high-performing customer service team dedicated to providing exceptional service to port users.
• To develop and implement strategies that enhance customer satisfaction, loyalty, and retention within the port environment.
• To champion a collaborative approach, fostering strong relationships with internal and external stakeholders.
• To ensure the efficient and timely resolution of customer inquiries, complaints, and requests related to port services.

KEY ACCOUNTABILITIES & ACTIVITIES

Responsibilities

• Team Leadership and Development:
  • Recruit, hire, train, and coach a customer service team with in- depth knowledge of port operations.
  • Set clear performance goals, provide ongoing feedback, and conduct performance reviews for your team.
  • Cultivate a positive and supportive work environment that motivates and empowers team members.
• CustomerServiceExcellence:
  • Develop and implement customer service policies, procedures, and standards aligned with port best practices.
  • Monitor and analyze customer