Marine Online Pte Ltd

Customer Service Manager (New Setup – Contact Centre)

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Job Description

Job Description:

  • Conceptualization, develop and implementation of strategy, planning to improve the various customer touch points that overall provide exceptional customer experience.
  • Responsible to achieve operational objectives, resolve customer pain point with reasonable resolutions.
  • Maintain and update standard operation policies and streamline processes to optimize operation efficiency.
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Maintain accurate records and data for analysis
  • Provide feedback to management on trends and insights that constantly improve customer experience and achieve business objectives
  • Set and manage budget, maintaining and upkeep of systems and software.
  • Responsible in shift planning for customer service team
  • Proven working experience as a customer service or call centre manager
  • 10 years’ experience in customer service support with excellent knowledge of best practices and abreast to latest technology trends and applications
  • Working knowledge of customer service software like CRM, databases and tools
  • Ability to lead and think strategically
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
If the above job requirements ideally match your profile, we would like to invite you to apply with your full resume with the position which you applied; expected remuneration; and earliest commencement date via Apply Now button below.
We regret that we will not be able to respond to all applications and only shortlisted candidates shall be notified.

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Job Summary

Entry level Professional Certificate/NiTEC, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree
Marine Online Pte Ltd


Marine Online (MOL) is a one-stop integrated maritime platform for global Shipowners and Suppliers. We introduce advanced e-commerce model into the shipping industry and establish a safe online payment and guarantee system, credit evaluation system and logistics support system, so Shipowners and Suppliers are able to easily match, build trust and make deals with each other. And eventually, help Shipowners save money and help Suppliers make money. Full-Service Coverage Marine Online revolves around the seven services required for the day-to-day management of Shipowners, including Chartering, Bunkering, Ship Supply, Port Agency, Crewing, Ship Sale and Purchase and Marine Insurance. We invite more than 10,000 Suppliers worldwide to setup their online store on our platform to provide their services and products for different categories and ports. It will form the world’s largest shipping supplies database and shipping products/ services database. Shipowners can quickly search for the qualified suppliers relying on this huge database to make online purchases and deals efficiently. Multiple Transaction Model In order to facilitate the Shipowner and the Supplier to reach a deal, Marine Online has designed two transaction models. The first model is just as simple as online shopping, it makes Shipowner actively search for the required product or supplier, put it into the shopping cart to purchase and closes the deal; the second model let the shipowner directly issue an enquiry form through the platform, the system will automatically push the qualified suppliers to provide the quotation according to the unified format. It will help the shipowner comprehensively compares the price, payment terms, supplier’s credit and other factors to quickly reach the best deal. Reliable Platform Support In order to help buyers and sellers to further build trust and make deals, the platform provides three services which are online payment and guarantee system, credit evaluation system and logistics support system. The online payment and guarantee system allows the Shipowner to pay the funds to the platform first, and then inform the platform to release the money to the Supplier after the service is satisfied. On one aspect, the Shipowner can obtain satisfactory services, and on the other aspect, the Supplier can receive the payment after the service is completed to solve the problem of trust. The credit evaluation system allows shipowners and suppliers to provide evaluations to each other after the service is completed, and urges both parties to continually improve their credit levels on the basis of honesty and trustworthiness to obtain more trading opportunities. The logistics support system is provided by the platform and the selected third-party logistics company to provide professional warehousing, logistics, customs declaration and distribution on board services for both Shipowners and Suppliers. It reduces intermediate links and helps Shipowners and Suppliers directly reach deals.

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