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Coordinator / Sr. Coordinator - Customer Analytics and Experience (Area India)

2 months ago

mumbai city andheri, India Hapag-Lloyd Full time

Overall, Job Purpose
 We are seeking for a data expert with a customer service mindset and strong communication skills. As part of our Customer Solutions team, you would be responsible to identify overall challenges and improvement areas for CS functions across India. To understand the requirements of customers better and make first hands experience (and to receive direct feedback), the job would also contain managing a small Key account portfolio as well. This role will additionally provide backup support for counter activities when necessary. The ideal candidate will be responsible for assisting customers, handling inquiries, and ensuring smooth operations in customer interactions
Job Specification - Key Accountabilities

Identify opportunities for task and process automation through comprehensive data-driven process analysis using tools like Celonis, Camunda, etc. Execute process and workflow analyses and modeling in collaboration with process analysts and business experts. Independently design, develop, and test automation solutions such as RPA and Macros, ensuring successful implementation and making necessary corrections as needed. Develop process analytical and business intelligence dashboards using tools like PPM, QlikView, Salesforce Analytics, etc. Support process improvement and automation projects within the team. Manage customer service duties within the Customer Solutions team, providing backup support for counter activities as required. Deliver exceptional customer service across various channels including phone calls, emails, and in-person interactions. Resolve customer inquiries promptly and professionally, assisting with tracking shipments and resolving delivery issues. Collaborate with cross-functional teams to gather insights and address challenges in customer interactions. Assist with counter activities including transaction handling, documentation management, and maintaining a tidy counter area. Contribute to continuous improvement efforts in customer service processes and procedures.

Qualifications and Technical Job Requirements

Professional experience of minimum 2 to 3 years in data analytics, ideally data scientist or similar.
Qualification minimum graduation, preferred Master's degree. Expertise in process automation solutions with strong knowledge of RPA and Macro development. Familiarity with process modelling concepts and programming. Strong analytical and problem-solving skills with a solution-oriented approach. Passion for technology and staying updated with industry trends. Creative thinker with excellent communication skills across different levels of the organization. Empathetic, reliable, and motivated team player. Fluent in written and spoken English

Competencies and Values

Hapag-Lloyd Values /Behaviors

Care, Move, Deliver Positive attitude, can doattitude Proactive Energetic and good teamspirit Enthusiastic Commitment totask High Integrity Leadership and team management. Strategic and analytical mindset. Strong business acumen Adaptability and ability to work in a dynamic environment Detail-oriented with a focus on accuracy and compliance