CS external deputy manager

CS external deputy manager

We are searching for an experienced CS external deputy manager at our MSC Saudi Arabia - Ad Dammam facility.

Primary Duties and Responsibilities
Operational Oversight
Assists in managing daily customer service operations to ensure efficient workflows and adherence to company standards.
Ensures smooth execution of service protocols, escalation procedures, and service level agreements (SLAs).
KPI Monitoring & Reporting
Tracks key performance indicators related to internal and external customer satisfaction, response time, and resolution rates.
Prepares detailed performance reports and insights for senior management, identifying trends and improvement areas.
Advanced Complaint Handling
Manages complex or high-impact customer issues with professionalism and urgency.
Ensures resolutions are aligned with MSC’s quality standards and customer expectations.
Service Quality Assurance
Monitors service delivery across multiple communication channels to ensure consistency and excellence.
Implements corrective and preventive actions when service gaps are identified.
Customer Experience Optimization
Identifies opportunities to enhance the end-to-end customer journey.
Collaborates with internal teams to streamline touchpoints and reduce service friction.
Stakeholder Engagement
Maintains strong relationships with internal and external partners, including Geneva HQ and strategic entities such as Medlog.
Ensures communication is timely, accurate, and aligned with business goals.
Follow-Up Management
Oversees post-service follow-up processes to ensure customer needs are fully met.
Ensures accountability, responsiveness, and consistency in all communications.
Multichannel Communication Proficiency
Manages customer interactions effectively across phone, email, digital, and in-person platforms.
Ensures tone, accuracy, and professionalism are maintained across all channels.
Business Support
Supports commercial teams with service-related data and customer insights to enhance business decision-making.
Customer Retention & Loyalty
Implements retention strategies for key and high-value customers through proactive engagement and relationship management.
Product & Service Knowledge
Maintains an in-depth understanding of MSC’s products, services, and logistics solutions to effectively support customer inquiries and promote tailored solutions.

Required Qualifications
Education & Experience
Bachelor’s degree in Business Administration, Supply Chain, Logistics, or related field.
Minimum of 3–5 years of experience in customer service, preferably within the shipping, logistics, or maritime industry.
Skills & Competencies
Strong communication and interpersonal skills with the ability to manage complex client interactions.
Proven experience in complaint resolution and customer satisfaction improvement.
Analytical mindset with proficiency in Excel and CRM systems (e.g., Salesforce, SAP, or similar).
Excellent organizational and multitasking abilities.
Fluency in English (Arabic is a plus).
Behavioral Attributes
Customer-centric and results-oriented.
High sense of ownership and accountability.
Team player with strong collaboration skills across departments.

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.