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Head of Customer Service, Group Commercial Agency Management
2 weeks ago
Singapore
**Head of Customer Service, Group Commercial Agency Management (Singapore Agency)**
Singapore
**DRIVING CONNECTIVITY**
**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 seeking an experienced and dynamic individual to lead our **Customer Service team in Singapore Agency**. Based in Singapore, this role will lead and manage the Customer Service team in delivering an exceptional customer experience aligned with PIL’s strategic objectives. This role is part of the country leadership team and is responsible for driving operational excellence, enhancing customer satisfaction, and supporting the agency’s 2026 aspirations. The Head of Customer Service will work closely with internal and external stakeholders to ensure the seamless delivery of customer-centric solutions while fostering a high-performing and engaged team.
**Key Responsibilities**:
- Lead the Customer Service team to ensure high levels of customer satisfaction and operational efficiency.
- Develop and implement strategies to enhance customer experience and drive alignment with PIL’s global standards.
- Establish and monitor key performance indicators (KPIs) to measure and improve service quality, productivity, and customer satisfaction (e.g., NPS, case resolution time).
- Oversee the resolution of customer inquiries and disputes, ensuring timely and effective outcomes.
- Collaborate with Sales and Operations teams to ensure seamless end-to-end service delivery.
- Implement and govern Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) to ensure consistency and compliance in service delivery.
- Drive the adoption of digital tools and solutions to enhance service efficiency and customer engagement.
- Identify and implement process improvements to optimize team performance and operational workflows.
- Build, develop, and sustain a capable Customer Service team by identifying training needs, providing coaching, and fostering a culture of continuous improvement.
- Inspire and motivate the team to achieve individual and collective goals aligned with organizational objectives.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Lead team meetings and huddles to ensure alignment and foster engagement.
- Act as a role model and champion PIL’s values and customer-centric culture
**MUST HAVE**:
- Bachelor’s degree or Diploma in Business Administration, Logistics, or a related field.
- Minimum 10 years of experience in customer service, preferably in the shipping or logistics industry.
- Proven track record of leading and managing teams of 10 or more members, with a hands-on approach.
- Strong understanding of customer service operations, systems, and performance metrics.
- Expertise in customer service management, including issue resolution and process optimization.
- Proficiency in using customer relationship management (CRM) and digital tools.
- Experience in implementing CRM projects
- Strong stakeholder management and engagement skills.
- Knowledge of shipping and logistics industry standards and practices.
**WE VALUE**:
- Ability to lead a high-performing team and foster a culture of customer-centricity.
- Strong problem-solving and decision-making skills.
- Effective collaboration with cross-functional teams to deliver seamless customer experiences.
**Why Join Us**:
- Be part of a leading global carrier with a strong focus on sustainability and innovation.
- Work in a dynamic and collaborative environment.
- Opportunities for professional growth and development.
**Application Process**:
**About Us**
Incorporated in 1967, Pacific International Lines (PIL) is ranked 12th among the world’s top container shipping lines and is also the largest home-grown carrier in Southeast Asia. Based in Singapore, PIL is a global carrier with a focus on Asia, China, Africa, the Middle East, Latin America, Oceania, and the Pacific Islands.
Together with its affiliated companies Mariana Express Lines (MELL) and Malaysia Shipping Corporation, PIL serves customers at over 500 locations in more than 90 countries worldwide with a fleet of 100 container and multi-purpose vessels.
Apart from the core liner shipping business, PIL also has several other business units such as container manufacturing, depot, and logisti
