Global Technical Client Care Senior / Lead Specialist

Description

• Take ownership of surpassing the defined service level agreements (SLAs) and Key Performance Indicators (KPIs).
• Provide recommendations grounded in internal and external client feedback to enhance service delivery and contribute to business growth.
• Act as a mentor and coach to other technical staff, facilitating effective knowledge transfer and its practical application.
• Utilize relevant technical expertise to perform intricate assessments and offer specialized guidance to clients. This involves effectively considering various alternatives to arrive at solutions that blend compliance with a keen sense of commercial awareness and alignment with client expectations.
• Continuously enhance and broaden knowledge through training and practical experience, encompassing both technical and commercial/market aspects.
• Foster the development of an LR culture with the client at the core.
• Undertake any assigned monitoring activities within the GTCC unit as per the relevant processes.
• Contribute to the management of internal and external clients, including relevant visits and engagement in activities aligned with knowledge and PPP/PDP discussions. This may involve delivering internal and external training and presenting within the industry.
• Manage the complete lifecycle of technical queries and cases in alignment with the processes established by the GTCC unit. This typically encompasses monitoring the GTCC mailbox, triaging, assigning, resolving, and communicating with both the client and internal stakeholders.

Requirements

• Communicate in an organized manner and can convey ideas in a clear and straightforward fashion.
• Have an excellent command of the English language, both in written and oral communication, utilizing relevant professional terminology.
• Demonstrate a track record of providing technical support to maritime clients or engaging in field survey and classification activities.
• Can effectively self-manage and prioritize tasks in pursuit of set goals.
• Displays a team-oriented mindset, particularly in a multicultural environment, and is capable of working both independently and collaboratively with colleagues, whether in person or across the globe.
• Holds a strong customer-centric approach and is committed to delivering exceptional customer service.
• Exhibit proficiency in computer usage.
• Exhibits sound planning and process management skills, including scoping the length and complexity of tasks, establishing objectives and goals, and breaking down work into manageable process steps.
• Demonstrates initiative and proactiveness, with the flexibility to adapt your approach when circumstances require.
• Possesses a strong drive for achieving results, with a focus on solution-oriented thinking, and readily assumes accountability and ownership for meeting customer requirements.
• Has the ability to establish effective communication across various organizational levels, whether internally or externally.
• Possess a degree in an engineering-related field from a recognized university, or qualifications from a marine or nautical institution, alongside relevant sea-going experience as a certified ship's officer.
• Communicate in a straightforward, client-centric manner, both internally and externally.

Benefits

• The opportunity to work for an organization that has a strong sense of purpose, is values driven and helps colleagues to develop professionally and personally through our range of people development programmes.
• Competitive Salary

Training + Development

Interview process

Visa Sponsorship

Security clearance