Customer Experience Manager - Customer Service jobs in Malta - March 2024
By using this site, you consent to the use of cookies to improve your user experience through analytics and personalised marketing efforts.

Customer Experience Manager

Thomas Smith & Co. Ltd , South of Malta

Published on 16 Nov 2021

Expired on 16 Dec 2021


Thomas Smith Shipping in Malta is looking to recruit a dedicated and self-motivated Customer Experience Manager to join the management team on a full-time basis. The Individual will be working alongside other team managers and peers, reporting to the Shipping Managing Director. 

Thomas Smith is a market leader in the shipping industry, striving for success in every facet of its business sectors and enthusiastic to make both its customers and its teams feel fulfilled. Our sterling service is built on years of experience and on our belief in investing in our workforce, enabling us to share and continue building on the knowledge gained from our long-standing position in the industry. 
 
Responsibilities of the Role: 
  • Improving the efficiency of processes in the Shipping Divisions, with the aim of enhancing customer loyalty, satisfaction, and retention by optimizing interactions between the customer and the organization.  
  • Ensuring our Quality Management System is well maintained, by driving towards continual improvement & digitalization of processes providing our customers easy access to our range of services.
  • Organising client statistics and providing business data analytics.  
  • Liaising with sub-contractors, ensuring that the service provided is in line with the established service level agreements. 
  • Maintaining our client data protection system in line with GDPR regulations together with other departmental managers and the Data Protection Officer.
  • Managing the internal audit function for both GDPR and ISO 9001:2015 systems.  
  • Guide our managers & their teams to implement the necessary changes to ensure the delivery of high-quality service to customers. 
  • Defining and implementing work processes as well as training personnel to ensure the various teams work in an efficient manner.
  • Working closely and collaboratively with all management teams to ensure customer requirements are met and escalating issues where necessary. 
 
Skills Required: 
  • Customer service, as well as communication skills; being well versed in effectively interacting with clients to ensure we are meeting their expectations.
  • Strong leadership skills, personal motivation, and drive, to inspire the team and give them direction whilst implementing improvements to services provided.
  • Strong organizational & delegation skills.  
  • Problem-solving and decision-making skills.  
  • Data analytical skills.  
  • Innovation and creative thinking skills.  
  • Possess a positive can-do attitude and have the drive to work hard in a fast-paced environment.  
  • Computer-savvy with proficiency in Microsoft Excel.
  • Market knowledge of IT & software suppliers to implement digitalization of processes.
  • Experience in managing client relationship management systems.
  
Preferred Qualifications and Experience:
  • Diploma or bachelor’s degree in business administration, management studies, supply chain management, or in a related discipline.
  • Proven experience in a similar position.
  • Preference will be given to individuals with a background in Quality Management Systems & with a good knowledge of software tools and applications.  

*An attractive salary package in line with qualifications and experience is being offered. 
*Interested candidates are to send their CV together with a motivation letter by email to the HR Team. 

Thomas Smith Shipping:
Thomas Smith is one of the longest established and largest shipping services company in the Maltese islands. The group holds a leading market position in most areas of shipping namely container shipping, port agency, freight forwarding, project cargo, logistics, transshipments, groupage, reefer cargo, and airfreight. Thomas Smith is the Malta exclusive representative for Maersk Line; its European regional shipping company, Seago Line; as well as its South African container and breakbulk service, Safmarine. Maersk Line, Seago Line and Safmarine are part of A.P. Moller–Maersk Group. Thomas Smith is involved in overseeing all transhipment operations, provides Port Agency services to A.P. Moller vessels calling Malta, and also covers the Malta market for its domestic export and import services. Direct services are available to and from various ports such as the US, Far East, Northern Europe including the UK, Middle East, Libya and Tunisia – making Malta a central Mediterranean hub, for container transit by using facilities at Malta’s South East port of Marsaxlokk container terminal. The freight forwarding division of the company operates in all modes of transport, be it air, sea or land. Cargo movement services include the management of international Out of Gauge loads, Logistics, Project Cargo, Airfreight Movements, Storage facilities for merchandise, Full Load Container Services and Transhipments across international waters and land. Thomas Smith also offers Port Agency services, catering for the Leisure, Business, Naval and Oil and Gas industries. Working on small and large scale projects in Tunisia, Malta and Libya, Thomas Smith plays a key role in keeping these industries and clients fully provided for, whether at shore, within local waters or beyond. Other shipping services include the provision of nautical charts and publications, as well as specialist services within the film and entertainment industries.

time
Full Time
Job Type
experience
Experienced (3 years +), Middle Management
Experience Level
category
Customer Service
Category
industry
Shipping, Transport & Logistics
Industry


Sales Clerk (Italian Speaking)

Send me Similar Jobs