Maersk Hiring for Customer Service Team Leader at Mumbai Full Time

In line with vision and direction set by Area Twill Manager, ensures the team’s performance on and delivery of customer-centricity and digital first by growing the Advancement segment through the Twill value proposition. Lead and develop a cross-functional team with the medium- to long-term aim of driving down cost to sell and cost to serve, and running a profitable business model. Provide insights and sparring to co-create vision and direction with Area Twill Manager.

Grow Advancement volume and revenue :-
Build and nurture a healthy pipeline of new customers, by working closely with Marketing

Drive sales productivity through continuously improving effectiveness of digital channels and lead quality
Retain and upsell new products and services to existing customers

Customer Satisfaction :-
Actively monitor local NPS status and drive local improvement

Digital first :-
Develop and share customer insights that can assist in enhancing the Twill value proposition

Improve cost to sell and cost to serve through strong collaboration with Marketing and Product to enable automation of customer service tasks

Develop and manage a cross-functional team :-
Set clear direction and targets for the team
Coach and develop direct reports
Manage team capacity according to customer needs
Monitor and manage team engagement

• Bachelor/Management degree with at least 7-10 years of work experience
• Should have 2-3 yeras of Team Leading experience
• Strong Customer Service experience
• Growth and digital sales mindset
• Passion for Advancement customers
• Data-driven both in decision-making and customer insights
• Continuous improvement and productivity drive
• Leading cross-functional teams in a virtual environment (leading others)