The Role:

To manage a team within the Customer Service Centre, covering a cluster of ISS Locations ensuring a responsive and customer focused service for Enquiry Management and contribute towards the growth and profitability of the CSC.


Enquiry Management

  • Supervise the Enquiry Management process for the cluster of responsibility ensuring that SLA (Service Level Agreements) are met and standard templates are used.
  • Assist other cluster teams of the CSC as required.
  • Quality check PDA (Pro-forma Disbursement Accounts) that are created by the Customer Service Executive (CSE)
  • Take ownership of the CSC shared drives/share point where port/location details are held in the shared drive and liaise with local offices to source accurate information required for the PDA and where applicable request local office to check prior to issuing. Always ensure the data in the shared drive is up to date.
  • Respond to complex enquiries that have been escalated by the CSEs
  • Ensure Salesforce is checked to establish if there is a pre-existing relationship with the customer and then notify the appropriate customer contact / account manager before issuing the PDA
  • Oversee the tracking and monitoring of all enquiries for the responsible cluster in the system
  • Coordinate/ supervise as necessary, the handover of business won to the local office to proceed with operations planning.
  • Update and assist CSM in the reporting requirements of the Cluster. Funding


  • Communicating ISS credit terms and funding policies to customers during commercial stages
  • Raise any issues regarding funding to the CSM in a timely manner Knowledge Base


  • Build the knowledge base in the CSC by collating and compiling accurate information on ports under your cluster and ensure it is saved in the shared drive
  • Facilitate audits on this information to ensure it is up to date and reflects working practices in each port and the applicable port authority’s rules and processes by coordinating with ISS port office. Business Generation


  • Identify from enquiries future business opportunities and escalate these to the CSC Manager
  • Identify reasons for no win and participate in the corrective action implementation in discussion with CSM/ Location and MS sales team.
  • Central Mailbox Management


  • Oversee the cluster for the management of the central mailbox to ensure emails are being action promptly
  • Carry out spot checks of the mailbox to check that is it being managed well and effectively.

Communication and Reporting

  • Lead daily cluster team meetings to discuss priorities and review progress.
  • Participate in weekly meeting with CSM for continuous improvement process e.g. win rate of speculative enquiries/lost opportunities/upselling improvements Team Management


  • Manage workload between the Customer Service Executive (CSE) ensuring an even distribution of work in your cluster.
  • Assist other clusters as the need arise.
  • Management individual performance in accordance with the Company’s Performance Review and Performance Planning process i.e. conducting regular reviews, providing feedback and formally appraising performance
  • Identity training and development needs for new and existing team members
  • Provide on the job training on processes, procedures and practices and requires operating systems such as YourISS 2.0 and Salesforce Streamlining Operations / Business Improvements


  • Recommend improvements to policies, procedures and working practices to enhance business operations and the customer experience
  • Manage the implementation of new or revised procedures or working practices
  • Ensure the CSC business operations are legally compliant and are in line with ISS Group Policies

HSSE - Health, Safety, Security and Environment (mandatory requirements)

  • Accountable for ensuring that an appropriate assessment of health, safety, security and environment (HSSE) risk is included as part of work planning
  • Accountable for implementation and monitoring of actions to mitigate risk and enhance controls within area of responsibility to ensure the HSSE of both the job holder and other persons who may be affected by acts carried out or failed to be carried out by the job holder
  • Ensure full compliance with, and implementation of, the ISS HSSE Management System
  • Ensure that appropriate resources are allocated to control HSSE risk
  • Accountable for ensuring that clear, appropriate and timely communication channels are put in place to report and manage HSSE risk YourISS 2.0 / Systems


  • Full utilisation of YourISS 2.0 as per ISS Standard Operating Procedures
  • Ensure team are accurately inputting operational and commercial information into YourISS 2.0 in a timely manner

The post holder will carry out any other duties as are within the scope and purpose of the job as requested by the Line Manager and ensure full utilization of all ISS systems according to Standard Operating Procedures

Qualifications & Experience:

  • College educated.
  • Degree education in relevant subject/Management qualification (Desirable).
  • Established knowledge and understanding of shipping industry and ISS customers and their requirements.
  • Relevant experience of marine / shipping services industry
  • Knowledge and practical application of Quality, Compliance and HSSE regulations.
  • Proven management /supervision experience in a customer service center environment.
  • Experience of creating and writing procedure, processes and best practice guides and process improvement.
  • Proven experience of delivering results through others.
  • Experience of using operating and/or Customer Relationship Management (CRM) system.
  • Strong communication both verbal and written.
  • Strong numeracy and analytical skills.
  • Competent user of the Microsoft Office suite including Outlook, Excel and Word.
  • Eligibility to work in Dubai UAE.

Required education:

  • Bachelor's

Required experience:

  • practical application of Quality, Compliance and HSSE regulations.: 7 years
  • Proven management /supervision experience in a customer service center environment: 5 years
  • marine / shipping services industry: 7 years

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