Job Title : Senior Executive
Department : Customer Care
Sub Department : Customer Service - Export
Customer Service Manager
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.
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 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 .
Manage lifecycle case management and dispatch cases to back-office team.
Customer service owns the entire lifecycle of interactions with customers and must not be forwarded to other departments
Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues
Resolving complaints in case of unexpected shipment disruptions/ issues
Addressing customer complaints or concerns in a professional and effective manner, providing and appropriate solutions / alternatives within committed timelines
Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.)
Identifying opportunities and propose to customers upsell and xsell (VAS/Carrier haulage/ VGM/CEVA services
Key Performance Indicators:
Customer Satisfaction (NPS & TPS survey results)
First Call Resolution Ratio (FCRR)
IConnect Nice CX One Service Levels
Strong Knowledge in Shipping (minimum 5 Years of experience in liner shipping)
Excellent customer Service Experience (minimum 2 years o