nJob Title : Executive
nDepartment : Customer Care
nSub Department : Customer Service - Import
nReporting : Customer Service Manager
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nRole Summary:
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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.
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nCore Responsibilities:
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n❖Case Management
n▪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.
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n❖Service Level Management
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n▪Monitor SLA, ensure customer Service Levels are maintained as per SLA.
n▪Proactive Monitoring
n▪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 departments
n▪Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues
n▪Central point to handle exceptions / customer special demands
n▪Resolving complaints in case of unexpected shipment disruptions/ issues
n▪Addressing customer complaints or concerns in a qualified and efficient manner, providing and appropriate solutions / alternatives within committed timelines
n▪Coordinate with related internal teams and follow up to ensure Resolut