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 productive 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 efficient 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, call