My client, Asia's leading provider of vessel performance solutions is committed to delivering transparency, operational efficiency, and regulatory compliance through innovative decision support systems. They are seeking a Customer Service Manager to drive exceptional product rollouts and deliver outstanding customer experiences as we redesign and integrate our product line

Your Role

Reporting to the HOD, you will lead efforts to provide top-notch customer service and support while bridging the gap between our technology team and stakeholders.

Key Responsibilities:

Customer Service Excellence

• Lead the team in delivering timely and effective support to clients.
• Address customer inquiries and resolve issues promptly to ensure high levels of satisfaction.
• Develop and implement customer service processes to enhance the customer journey.
• Monitor and improve customer service metrics, such as response time and resolution rate.
• Serve as the primary point of contact for escalated customer concerns and ensure resolutions align with company objectives.

Stakeholder Collaboration

• Work with Product Managers to gather customer feedback and roadmap elements.
• Communicate product vision and updates effectively to internal and external stakeholders.
• Collect feature requests from customers and collaborate with Product Managers to prioritize improvements.

Team Support & Agile Practices

• Provide direction to the Agile development team throughout product development.
• Translate detailed feature designs into user stories and define backlog items.
• Plan product release timelines and set expectations for the delivery of new features.
• Participate in SCRUM ceremonies and ensure Sprint Goals are achieved.

Continuous Improvement

• Update the burn-up chart and prepare sprint reports.
• Conduct internal demos to showcase new features.
• Identify and resolve any impediments impacting product development or customer support tasks.

You should have:-

• A degree in a relevant discipline in Marine Engineering, Engineering & etc
• At least 4 years of experience in a similar roles such as Product Owner, Customer Service, Customer Success in a Maritime industries
• Excellent knowledge of SCRUM methodology and UX/UI orientation.
• A customer-focused mindset, with strong communication and problem-solving skills.
• A curious, humble, empathetic, and open-minded personality.
• Ability to collaborate across functions and work with diverse stakeholders.
• Prior experience or knowledge of the maritime industry would be advantageous and preferred.