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National CS Manager

Indonesia

Chart your Course with PIL

With over 55 years of leadership in the global shipping industry, Pacific International Lines (PIL) is looking for proactive individuals to drive innovation and sustainable shipping solutions. If you’re fueled by pioneering ideas, enjoy challenging the status quo, and are determined to make a significant impact, PIL wants you as a part of our dynamic community of maritime professionals.

At PIL, we provide local experiences with a global reach. With our headquarters in Singapore, and services offered at over 500 locations in 90 countries, you will have ample opportunities to work with colleagues from different cultures and communities.

 

Get On Board for a Dynamic and Purposeful Career.

We are looking for a highly motivated and experienced National CS Manager to join our team. The successful candidate will play a crucial role in managing customer service functions to ensure efficient operations, compliance with local regulations, and alignment with the company’s strategic goals.

 

Job summary:  

Ensures complete customer satisfaction by producing accurate and timely information to multichannel customer inquiries.Secure proactivity in improving customer service processes  Builds a well-trained team and ensures that the departmental workload is distributed in the most efficient manner. 

 

Main Responsibilities; 

  • Manage and lead the Customer Service teams (both front and back offices), providing guidance, coaching, training, and performance evaluations.  

  • Ensure all departmental and functional training requirements are fulfilled.   

  • Dedicate time to handle escalated customer requests and resolve them promptly by coordinating with peers across departments to secure fast response times.  

  • Implement PIL customer service policies and procedures.  

  • Review processes regularly to improve efficiency and reduce errors.  

  • Ensure adoption of case management tool and follow-up on KPIs.  

  • Take responsibility for customer service and problem resolution.  

  • Follow up on NPS (Net Promoter Score) feedback with customers to drive satisfaction improvements.  

  • Coordinate bookings with back-office teams and ensure timely materialization.  

  • Promote usage of Value-Added Services available on Pocket PIL e-services platform and onboard customers to Pocket PIL.  

  • Maintain and update customer records and databases accurately.  

  • Run reports to monitor KPIs and share insights for continuous improvement.  

  • Coordinate with other departments/functions to align on customer needs and process improvements. 

  • Conduct regular joint meetings back office teams to align on processes, customer needs and process improvements. 

  • Interact with internal stakeholders to ensure timely completion of inquiries and discuss ideas to increase productivity. 

  • Maintain up-to-date knowledge of all PIL services and ensure accurate information is provided to customers.

  • Support end-users on systems and process issues.

  • Participate in projects and conduct training sessions as needed.  

     

     

    Specification : 

    • Detail-Oriented: The staff will demonstrate exceptional attention to detail to the tasks assigned. 
    • Team Player:  Collaboration is crucial in a position that requires stakeholder management. The staff must be a team player, fostering strong working relationships with colleagues to achieve collective success.
    • Customer-Focused: The staff should maintain a customer-focused mindset.

    • Bachelor degree with 5-7 years’ of experience in the Maritime Industry or the equivalent combination of education and experience. 

    • Fluent in English in both oral and written   

    • Possess experience in leading and managing a team

    • Proficient in M365 

     

     

     

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