To manage and deliver end-to-end Customer Success operations for DEL stations, ensuring high service quality, operational efficiency, customer satisfaction, and effective adoption of Teleport systems.
Key Responsibilities
- Manage end-to-end Customer Success activities for DEL stations.
- Ensure high booking efficiency and data accuracy, including timely response to booking requests and accurate booking confirmation before AWB release.
- Maintain full shipment visibility by providing daily tracking updates covering handover, uplift, transit, and arrival status.
- Handle customer escalations and service issues, ensuring timely resolution in coordination with internal and external stakeholders.
- Proactively communicate with customers to reduce repeat follow-ups and improve confidence and service experience.
- Drive and support Teleport Core (TC) adoption, enabling agents and customers to move toward self-booking.
- Onboard and support agents on TC, including training, troubleshooting,
and process guidance.
- Support the sales team during customer visits by managing rate coordination, bookings, and follow-ups.
- Independently manage assigned customer accounts and station-level operations with high ownership.
- Coordinate closely with operations, finance, and network teams to ensure smooth cargo movement and issue resolution.
- Ensure compliance with internal SOPs, SLAs, and Teleport service standards across both stations.
Key Deliverables / KPIs
- SLA adherence for booking response time and booking accuracy
- Timely resolution of customer escalations
- 100% shipment visibility and daily tracking updates
- Increased Teleport Core self-booking adoption
- Improved customer satisfaction and reduced service escalations
- Consistent support to DEL station performance