JOB DESCRIPTION
Job Title : Senior Executive
Department : Customer Care
Sub Department : Customer Service - Export
Reporting : Customer Service Manager
Role Summary:
Provide exceptional customer service to the group Large/Standard customers by offering support tailored to meet the unique needs and expectations according to Standard Treatment Level in line with Group SLA.
Core Responsibilities:
Case Management
Case Ownership, Ensure all customer queries (received via all channels) are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders whilst keeping customer informed during the resolution process.
Case Prioritization, Prioritizing of customer requests based on the criticality of the query to meet customer expectations.
Case Analysis & Dispatch, Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time.
Escalations, Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager.
Service Level Management
Monitor SLA,
ensure customer Service Levels are maintained as per SLA .
Proactive Monitoring
Manage lifecycle case management and dispatch cases to back-office team. Be the single entry point for all special cargo customer queries.
Customer service owns the entire lifecycle of interactions with customers and must not be forwarded to other departments
Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues
Central point to handle exceptions/ customer special demands
Resolving complaints in case of unexpected shipment disruptions/ issues
Addressing customer complaints or concerns in a professional and productive manner, providing and appropriate solutions / alternatives within committed timelines
Coordinate with related internal teams and follow upto ensure Resolution
Contact customers and manage/coordinate system modifications when needed (vessel delays, ca