Action India Pvt. Ltd
Key Responsibilities Purpose of the position:
To execute the export/import customer service processes in the GSC as per Global design
To manage the export/import teams performance against KPIs and take corrective action where necessary
To contribute to teams optimal performance
To contribute to continuous improvement of processes within scope of responsibility
Coaching and development:
Challenges and supports direct reports in developing and implementing Customer service Strategy and adhering to global standards.
Monitors performance against established KPIs and budgets, takes corrective action when necessary and exceed where possible.
Continuously driver to reduce waste in the CS processes, by analysing (speaking with) data and recommending improvements to relevant parties.
Export/Import customer service processes:
Handle service escalation requests from internal/external customers
Phone call/Chat attendance (when and where applicable)
Assist the export/import country Customer Service agents in handling and resolving customer requests where applicable.
Facilitate completion of booking and documentation processes
Facilitate pre-arrival and import manifest processes
Work in coordination with country port authorities, other local country CSAs and other service departments on needed follow up to ensure smooth delivery of cargo to the customer as per agreed contract terms.
Assist customers with their issues keeping close communication with our co-workers locally in order to ensure prompt exception handling.
Deliver customer experience as outlined by HQ Centre Customer Service.
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