Customer Service Officer
Heredia, Costa Rica
hace 4 días

Part of the CMA CGM Group, APL is one of the world’s leading ocean carriers, providing world-class container shipping and terminal services, as well as intermodal operations supported by leading-edge IT and ecommerce.

APL offers transcontinental cargo shipping across Asia, North and South America, Europe, the Middle East, the Indian subcontinent and Australia through more than 90 weekly services, calling ports in over 50 countries worldwide.

This position is responsible for managing deadlines and expectations (turn-times) of the Customer Support teams by coordinating and supervising representatives.

They will be an escalation point of contact for external offices. They will provide direction on complex daily issues, provide mentoring / training, coordinate team schedules, other administrative updates and process direct report bi-

annual reviews. They will coordinate team schedules for the team and ensure proper resource utilization per team.

Keys Results (KPI’s)

Result Measurement (Metric)

Maintain a high level of customer satisfaction and quality standards according to the team KPIs.

Ensure all processes are documented by conducting audits.

Established KPIs per department and overall quality goal of 90%.

Process reviews bi-yearly.

Provide timely and accurate information to internal and external customers, based on monthly measures.

Turntime KPIs per department.

Lead, coach and develop direct reports by guiding execution of functions. Focus on employee development and retention.

Meet retention % Goals

APL is part of the successful CMA CGM Group, the world's 3rd largest container shipping company

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