Job Description
JOB DESCRIPTION
nJob Title : Executive
nDepartment : Customer Care
nSub Department : Customer Service - Import
nReporting : Customer Service Manager
nRole Summary:
n❖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.
nCore Responsibilities:
n❖Case Management
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- 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.n
- Case Prioritization, Prioritizing of customer requests based on the criticality of the query to meet customer expectations.n
- Case Analysis & Dispatch, Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time.n
- Escalations, Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager.n





n❖Service Level Management
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- Monitor SLA, ensure customer Service Levels are maintained as per SLA.n
- Proactive Monitoringn
- Manage lifecycle case management and dispatch cases to back-office team. Be the single entry point for all special cargo customer queries.n
- Customer service owns the entire lifecycle of interactions with customers and must not be forwarded to other departmentsn
- Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issuesn
- Central point to handle exceptions / customer special demandsn
- Resolving complaints in case of unexpected shipment disruptions/ issuesn
- Addressing customer complaints or concerns in a skilled and efficient manner, providing and appropriate solutions / alternatives within committed timelinesn
- Coordinate with related internal teams and follow up to ensure Resolut

📌 Senior Executive (ST.Thomas Mount)
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📍 ST.Thomas Mount